This role will be under the Mobile Industrial Robot (MiR) division.
Our Purpose
TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.
We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Opportunity Overview
- Resolve escalated customer support cases by collaborating with regional support engineers, MiR R&D and external partners.
- Establish a close collaboration with the call center team based in Cebu, Philippines. Ensuring their competencies are improved over time and as new MiR products are released.
- Review open support cases and distribute them in the global support team
- Resolve cases according to standard operating procedures (SOP)
- Review and approve hardware return and replacement requests (RMA)
- Escalate any new observations to closest manager according to SOP.
- Escalate new product issues and feature requests.
- Keep up to date on all assigned cases according to SOP
- Support R&D (E.g. Coordinate testing and release of new/reworked software and hardware with R&D)
- Support Application team (E.g Wi-Fi analysis and reports)
- Technical guidance and review of documentation in collaboration with Tech Comm.
- Training and support of regional support engineers and call center team via documentation, webinars and on-site training.
- Training of partners and end-customers in the MiR Singapore office or on-site.
- Maintenance and repair of robot set up in the MiR Singapore office.
- Prepare and perform robot demos and presentations in collaboration with Sales, Marketing, and Product Management at the MiR Singapore office.
- Review and discuss the performance of the MiR call center team with their management.
- Ensure up-to-date Standard Operating Procedures (SOP) for the MiR call center team.
All About You
We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.
- BSc in Engineering – Electronics / Robotics / Mechatronics
- 1-3 years experience in R&D or technical support roles
- Good communication skills
- English at negotiation level
- General IT skills and competent in Microsoft Office products
- Customer service training
- Customer service focused
- Technical/diagnostic ability and analytic approach
- Good cultural understanding
- A team player
- Able to navigate in a constantly changing atmosphere
- Independent and able to take initiative within own area of responsibility
Professional competences - “nice to have”:
- MSc in engineering
- Broad knowledge of engineering subjects (mechanical/electrical/mechatronics)
- WiFi/Network architecture knowledge
- Prior experience at production facilities, warehouses, factories that operate robots
- 2nd language besides English (Chinese, Japanese, Korean etc.)
Benefits
Teradyne offers a variety of robust health and well-being benefit programs, including outpatient medical, flexible benefits, company insurances, paid vacation & holidays, tuition assistance programs, and more.
