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

Teradyne Philippines; Lapu-Lapu; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Additional language premium for bilngu

Job summary

Teradyne Philippines is seeking a technically skilled support professional to provide first-level assistance for UR cobots, MiR robots, and related software. You will diagnose hardware and software issues, guide customers through troubleshooting, and document resolutions in the ticketing system.

Qualifications include a technical degree and 1+ year of experience, with strong English communication. Willingness to work on-call and shifting schedules is required; familiarity with CRM tools like

Qualifications

• Bachelor’s degree in a technical field with at least 1 year of technical experience.
• Excellent verbal and written English communication skills.
• Experience in a technical support role is preferred.
• Familiarity with CRM or case management tools like Salesforce.

Responsibilities

• Provide first-level technical support for UR cobots, MiR robots, and related software.
• Diagnose hardware, software, and application issues using established tools.
• Guide customers through troubleshooting steps via phone, email, and case systems.
• Document issues, actions, and resolutions in the ticketing system.
• Create, update, and manage support cases per defined SLAs.
• Escalate complex issues to specialized teams per procedures.
• Collaborate with global support teams across time zones for case continuity.
• Monitor open cases and follow up to ensure timely resolution.
• Contribute to knowledge base improvements and internal docs.
• Participate in training to maintain proficiency across UR and MiR products.

Skills

Customer service

Communication

Problem solving

Time-zone collaboration

Education

Bachelor's degree in a technical field

Tools

Microsoft Office

CRM tools (Salesforce)

Job description

Your Role

Here’s what you will be doing:

• Provide first-level technical support for Universal Robots (UR) cobots, controllers, and software, as well as Mobile Industrial Robots (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.
• Create, update, and manage technical support cases according to defined SLAs.
• Escalate complex issues to Customer Service Engineers 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.
• 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.
• 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.

About You

The company is looking for:

• Bachelor’s degree in a Technical or Engineering field (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics, or related) 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.
• Familiarity with Microsoft Office (PowerPoint, Excel, Word, Outlook).
• Detail-oriented with excellent workload management skills.
• Flexibility to support on-call after-hours and shifting schedules based on customer demand or manpower shortages.
• Availability to work on holidays.
• Previous experience in a technical support role.
• Preferred: Familiarity with PLCs, sensors, motors, industrial controllers, network basics, autonomous mobile robots (AMRs), collaborative robots (cobots), CRM or case management tools (e.g., Salesforce), strong problem-solving and analytical skills, ability to work across different time zones.
• Bilingual candidates fluent in Mandarin, Korean, or Japanese with excellent verbal and written communication skills are eligible for an additional language premium.

Compensation & Benefits

• Additional language premium for bilingual candidates fluent in Mandarin, Korean, or Japanese.