Technical Support Representative Teradyne Robotics(UR & MiR Philippines Cebu)

Cebu - Philippines

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

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 supportedto innovate and learn something new every day.
We cultivate a culture of inclusion for all employees that respect 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.

About Teradyne Robotics

Teradyne Robotics brings together leading innovators in collaborative and autonomous robotics including Universal Robots (UR) the global leader in collaborative robots (cobots) and Mobile Industrial Robots (MiR) a pioneer in autonomous mobile robots (AMRs). Together UR and MiR empower businesses worldwide to automate safely flexibly and efficiently across manufacturing logistics and industrial environments.

At Teradyne Robotics we value customer focus technical excellence collaboration and continuous learning.

Opportunity Overview

Are you passionate about helping others and solving problems Do you thrive in a fast-paced environment where you can make a real difference If so our Technical Support Representative role might be the perfect fit for you! This exciting position puts you at the forefront of customer interactions providing technical support and advocating for their needs. Keep reading to learn more about how you can leverage your skills to positively impact on our customers and our company.

The Technical Support Representative is the primary interface forUniversal Robots (UR) and Mobile Industrial Robots (MiR) customers and partners contacting the center for hardware and software support. This role is responsible in synthesizing both internal and external feedback and turns it into actionable items leads the corrective actions supports teams and projects that will deliver solutions for the customers. Works closely with the Technical Customer Support organization and other appropriate groups to ensure customer satisfaction on key accounts.

The Technical Support Representative will be responsible for providing technical support to customers following a multi-tiered approach. This includes managing the daily workload through incident tracking systems. This role will also be responsible for adhering to the Incident Reporting and Escalation system and procedures to ensure the resolution of customer and field reported faults queries and complaints as a first point of contact while contributing to meeting the teams goals metrics and key performance indicators.

Business Hours: Monday - Sunday 24X7

Work Hours: 5 scheduled days which may include weekends holidays and on call.

Key Responsibilities:

Technical Support & Customer Assistance

Provide first-level technical support for UR cobots controllers and software as well as MiR robots fleet systems and navigation software.
Diagnose and troubleshoot hardware software and application-related issues using established tools and documentation.
Guide customers through troubleshooting steps via phone email and case management systems.
Accurately document customer issues actions taken and resolutions in the support ticketing system.

Case Management & Escalation

Create update and manage technical support cases according to defined SLAs.
Escalate complex issues to Customer Service Engineers (CSE) or specialized teams following established procedures.
Collaborate with global support teams across different time zones to ensure case continuity.
Monitor open cases and follow up to ensure timely resolution and customer satisfaction.

Process Adherence & Continuous Improvement

Follow documented support processes troubleshooting guides and internal procedures.
Contribute to knowledge base improvements and process documentation when gaps are identified.
Participate in training shadowing and continuous learning programs to maintain technical proficiency across both UR and MiR product lines.

Collaboration & Communication

Work closely with internal teams such as Customer Service Engineering Field Service and Sales Support.
Communicate technical information clearly and professionally to both technical and non-technical customers.
Maintain a customer-focused mindset while balancing technical accuracy and efficiency.

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 youre ready to join us in this mission take a closer look at the minimum criteria for the position.

Minimal Requirements:

Bachelors degree in a Technical or Engineering (Mechanical Engineering Electronics & Communications Engineering Mechatronics or related) field with minimum 1-year technical experience
Strong communication and customer relationship skills
Strong lateral and critical thinking mindset towards solving problems.
Proactive and relentless follow up of active cases
Excellent verbal and written communication skills in English
Familiar with Microsoft Office package (PowerPoint Excel Word Outlook)
Detailed oriented
Demonstrate excellent workload management skills.
Flexibility with supporting on-call after hours support and shifting schedules based on customer demand and/or group manpower shortages
Availability to work on holidays
Previous experience in technical support role

Preferred Requirements:

Fluent in English

Familiarity with:

PLCs sensors motors or industrial controllers
Network basics (IP addressing connectivity troubleshooting)
Autonomous mobile robots (AMRs) or collaborative robots (cobots)

Experience working with CRM or case management tools (e.g. Salesforce or similar).
Strong problem-solving and analytical skills.
Ability to work across different time zones
WE ARE ALSO LOOKING FOR BILINGUALS! If you are fluent in Mandarin Korean or Japanese with excellent verbal and written communication skills additional language premium applies.

Location: Cebu (Hybrid / On-site depending on business needs)

Business Unit: Teradyne Robotics Universal Robots & Mobile Industrial Robots

Department: Customer Service / Technical Support

We are only considering candidates local to position location and are unable to provide relocation for this position.This position is not eligible for visa sponsorship.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin sex gender gender expression sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment.

#LI-WQ1

Required Experience:

Unclear Seniority

Our PurposeTERADYNE 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 supportedto innovate and learn something new every day.We cultivate a culture of inclusion for all employees ...