Global Product Support Engineer (Robotics, Odense)

Job summary

The role involves providing expert technical support for robotics products, focusing on resolving complex issues and ensuring customer satisfaction. This position is part of the Global Product Support Team, acting as the final support layer before escalation to product teams.

Qualifications

• Bachelor's degree in Engineering (Electronics/Robotics/Mechatronics) or equivalent experience.
• Experience in development, technical support, systems integration, or field engineering for electromechanical products or robots.
• Proficient in troubleshooting hardware, software, networking, and robotics.
• Excellent English communication skills, both written and verbal.
• General IT proficiency, including MS 365 Copilot, Atlassian, and Salesforce products.

Responsibilities

• Manage complex Level 3 support cases from triage to resolution, ensuring a high-quality customer experience.
• Diagnose issues across hardware, software, firmware, and third-party integrations.
• Reproduce defects and document root causes and workarounds.
• Engage product teams for deeper investigations and create root cause analyses.
• Prioritize cases based on severity and business impact to drive customer satisfaction.
• Collaborate with various teams to address systemic gaps and improve service readiness.
• Participate in post-incident reviews and enhance tools and processes.

Skills

• Customer-centric mindset with strong problem-solving and documentation skills.
• Hands-on experience with autonomous or collaborative robots is a plus.
• Familiarity with automation in production environments is advantageous.
• Experience in software development for robotics is beneficial.
• Knowledge of 8D root cause analysis or similar methodologies is a plus.
• Additional language skills (e.g., Chinese, Spanish, German, French) are desirable.

Education

• Bachelor's degree in Engineering or equivalent experience.

Tools

• Proficient in MS 365 Copilot, Atlassian products, and Salesforce.