Service Engineer

Doosan Robotics Europe is looking for a Service Engineer to support our European service operations.

The Service Engineer will be responsible for managing service requests, coordinating technical support, performing robot inspection and repair, and handling service-related quotations and invoices. This role requires a strong sense of ownership, a customer-oriented mindset, and the ability to work independently while closely collaborating with our European service team and Doosan Robotics HQ in Korea.

• Role Description

As a Service Engineer at Doosan Robotics Europe, you will support our European service operations with a primary focus on service ticket management, robot repair, and service-related quotation and invoice management.

The role covers the entire service process, from receiving and managing service requests to coordinating technical support, performing repairs, preparing quotations and invoices, and ensuring that each case is properly followed through to resolution and closure.

We highly value a customer-oriented mindset, positive attitude, passion for the job, professional pride, and effective communication with colleagues, dealers, and customers.

This position requires a high level of ownership, self-reliance, organization, and independent problem-solving, while working closely with the European service team and HQ.

• Key Responsibilities

1. Zendesk & Jira Management - 50%

• Manage and follow up on service requests through Zendesk and Jira
• Review incoming service tickets and collect the information required for further analysis and resolution
• Communicate with dealers and customers regarding issue status, required information, and next steps
• Coordinate technical issues internally with service engineers and relevant teams
• Create and manage Jira cases for issues requiring additional technical support from HQ
• Communicate and coordinate with HQ regarding ongoing technical issues
• Track open and pending cases and ensure timely follow-up until resolution and closure
• Maintain accurate and well-structured service records and case histories
• Identify recurring issues and support internal service reporting and improvement activities

2. Repair Service - 30%

• Perform incoming inspection, diagnosis, and repair of collaborative robots and related components
• Identify defective components and carry out required parts replacement and repair procedures
• Perform functional checks and verification after repair
• Conduct basic troubleshooting based on error logs, alarms, and robot system status
• Document repair activities, replaced parts, findings, and test results
• Maintain accurate repair histories and technical records
• Escalate complex technical issues to senior engineers or HQ when additional technical analysis is required
• Support on-site troubleshooting and repair when necessary

3. Quotation & Invoice Management - 20%

• Prepare and send service quotations and invoices
• Manage commercial documentation related to repairs, spare parts, and other service activities
• Communicate with dealers and customers regarding quotations, purchase orders, repair costs, and invoices
• Follow up on pending quotations and purchase orders
• Maintain accurate records of service-related quotations and billing documentation
• Coordinate with internal administration and finance teams when required

Qualifications

• No specific academic major required
• Professional proficiency in Korean is required for effective communication and coordination with HQ
• Ability to communicate effectively in English for daily business and technical communication
• Strong customer-oriented mindset and willingness to take ownership of service requests
• Positive and solution-oriented attitude
• Passion for the job and professional pride in delivering high-quality service
• Strong communication and collaboration skills with colleagues, dealers, and customers
• Strong organizational skills with the ability to manage multiple service cases and priorities simultaneously
• Logical and structured approach to problem-solving
• Basic understanding of electrical/electronic systems and industrial equipment
• Comfortable working with ticketing systems, documentation, and administrative processes
• Ability to work independently and take responsibility for assigned tasks and service cases
• Willingness to learn and develop technical knowledge related to robotics and automation
• Willingness to travel as required

Preferred Qualifications

• Experience in technical service, industrial automation, robotics, machinery, or a related technical field
• Experience with collaborative or industrial robots
• Hands-on experience in robot, machinery, electrical, or industrial equipment repair
• Experience using Zendesk, Jira, or similar ticket/issue management systems
• Experience preparing quotations, invoices, purchase-order-related documents, or service documentation
• Basic knowledge of PLC systems
• Basic knowledge of industrial communication such as PROFINET, EtherNet/IP, or Modbus TCP
• Experience analyzing robot or automation system logs and alarms
• Basic understanding of industrial machinery safety
• Experience working for a manufacturer, distributor, or technical service organization
• Experience communicating and coordinating with international teams

Working Conditions

• Employed by Doosan Robotics Europe
• Combination of branch office-based work and field service activities
• The role consists primarily of service ticket management, technical coordination, robot repair, and service-related administrative tasks
• On-site visits to dealers or customer sites may be required depending on service needs
• Regular communication and collaboration with Doosan Robotics HQ and European partners

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