Customer Care Specialist - Robotics Division

• Full-time

Stäubli is a value driven technological solutions provider with four dedicated activities:
Electrical Connectors, Fluid Connectors, Robotics and Textile. We strive for innovation and excellence and are market leaders in many industrial segments. Stäubli guarantees high quality, reliability, and performance - our strong basis for the trusted partnership with our customers worldwide.

Stäubli Corporation as part of a growing international robot manufacturer seeks qualified individuals for a Robotics Customer Care Specialist full-time position. The position will be located at our Stäubli North America headquarters in Duncan, S.C. and will report to the Robotics Customer Care Manager.

Robotics Customer Care Manager – North America

• Receive and assess customer inquiries.
• Gather required information.
• Coordinate escalation of technical issues to the appropriate Field Service Engineer (FSE) or technical support resource.
• Ensure timely response and follow-up through high volume phone, email, and other communication channels.

• Assist customers with service and spare parts quotations, returns, and service requests (SRs).
• Maintain accurate records of customer interactions, requests, and resolutions within CRM, SAP, KPI reporting tools, and other business systems.
• Ensure effective tracking, communication, reporting, and timely follow-up.

• Maintain an accurate service calendar and ensure compliance with scheduling processes and documentation requirements.
• Schedule and dispatch Field Service Engineers (FSEs) for onsite service activities.
• Ensure required approvals, payment status, and part availability are confirmed prior to dispatch.
• Coordinate scheduling priorities and communicate updates with customers and internal teams to support timely service execution.
• Collaborate with cross-functional teams, technical resources, and management.
• Coordinate,
  ** escalate**, and resolve complex customer issues requiring additional investigation, review, or specialized support.

• Build strong customer relationships by actively engaging with customers, demonstrating empathy, and going the extra mile to exceed their expectations.
• Strive to achieve high customer satisfaction and loyalty through exceptional service.
• Escalate any recurring issues or trends.

• Develop a comprehensive understanding of the products or services offered by the company.
• Stay updated on new features, upgrades, and technical specifications to provide accurate information, assistance, and documentation to customers.

• Adheres to all safety, quality and environmental standards.
• Maintains a safe and organized work environment and promptly reports potential hazards or concerns.

• Associate degree or higher or equivalent technical education and experience preferred.
• Previous experience in technical support or customer service roles is preferred.
• Customer-oriented attitude.
• Familiarity with CRM or ticketing systems to manage customer interactions and track support requests.
• Experience with ERP (SAP) system.

• Customer-focused and service-oriented with strong active listening, communication, and deescalation skills.
• Strong computer and systems aptitude with CRM, ticketing, business systems, reporting tools, KPI tracking and data analysis.
• The ability to assess customer needs, route issues appropriately, and communicate information effectively.
• Highly organized with strong attention to detail, documentation, and record-keeping skills.
• Self-motivated, resourceful, and adaptable in a fast-paced environment with the ability to…