Technical Support Specialist for Mobile Industrial Robots

1 day ago

Singapore TERADYNE (ASIA) PTE. LTD. Full time

We are seeking a highly skilled Technical Support Specialist to join our team at Teradyne (Asia) Pte. Ltd.

About the Role

This is an exciting opportunity to work with cutting-edge technology and be part of a dynamic team that drives innovation in the robotics industry.

Job Description

The successful candidate will be responsible for providing technical support for our mobile industrial robots, ensuring timely resolution of customer issues, and collaborating with cross-functional teams to drive business growth.

Key Responsibilities:
  • Resolve escalated customer support cases by working closely with regional support engineers, MiR R&D, and external partners.
  • Establish strong relationships with the call center team based in Cebu, Philippines, to ensure their competencies are improved over time and aligned with new MiR products.
  • Review and distribute open support cases within the global support team.
  • Adhere to standard operating procedures (SOP) when resolving cases.
  • Review and approve hardware return and replacement requests (RMA).
  • Educate closest managers on any new observations according to SOP.
  • Evaluate and escalate new product issues and feature requests.
  • Maintain up-to-date knowledge on assigned cases as per SOP.
  • Support R&D efforts by coordinating testing and release of new/reworked software and hardware.
  • Collaborate with the Application team on Wi-Fi analysis and reports.
  • Provide technical guidance and review documentation with Tech Comm.
  • Train regional support engineers and call center teams through documentation, webinars, and on-site training.
  • Conduct training sessions for partners and end-customers at the MiR Singapore office or on-site.
  • Maintain robot setup in the MiR Singapore office and perform maintenance and repair tasks as needed.
  • Prepare and deliver 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 Standard Operating Procedures (SOP) for the MiR call center team are up-to-date.
Requirements

To be considered for this role, you should have:

Minimum Qualifications:
  • Bachelor's degree in Engineering – Electronics / Robotics / Mechatronics.
  • 1-3 years of experience in R&D or technical support roles.
  • Excellent communication skills.
  • English language proficiency at negotiation level.
  • General IT skills and competence in Microsoft Office products.
  • Customer service training.
  • Customer service focus.
  • Technical/diagnostic ability and analytical approach.
  • Good cultural understanding.
  • Able to work collaboratively as part of a team.
  • Able to navigate in a constantly changing environment.
  • Independent and able to take initiative within own area of responsibility.
Prioritised Skills:
  • Masters' degree in engineering.
  • Broad knowledge of engineering subjects (mechanical/electrical/mechatronics).
  • Wi-Fi/Network architecture expertise.
  • Prior experience at production facilities, warehouses, factories that operate robots.
  • Proficiency in a second language besides English (Chinese, Japanese, Korean, etc.).
Compensation and Benefits

We offer a competitive salary range of SGD $80,000 - $120,000 per annum, commensurate with experience, plus a comprehensive benefits package, including:

  • Outpatient medical insurance.
  • Flexible benefits.
  • Company insurances.
  • Paid vacation and holidays.
  • Tuition assistance programs.

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