Job DescriptionAbout us- Cognex is the largest, most successful and recognized global player in industrial machine vision! We are a financially strong, international company with no debt and have been in business for over 40 years. Using advanced optics, image sensors and artificial intelligence software Cognex vision and ID systems capture an image then analyze it to make sense of what’s being seen. We are deeply committed to fostering an inclusive and equitable work environment, guided by our "Work Hard, Play Hard, Move Fast" culture, which celebrates employee innovation, determination, and dedication in a dynamic, fun, and distinctive atmosphere.We are looking for a Senior Customer Support Engineer in our Natick, Massachusetts office working on a hybrid schedule - 3 days in office and 2 remote.Your primary responsibility as a Senior Customer Support Engineer will be to provide remote support of Cognex designed systems and solutions to system integrators or direct end-user customers. This role has a high degree of customer interface and is expected to provide a high level of customer service and satisfaction. Typical Industry applications include: parcel and pallet conveyors, sorters, interfacing with in-motion scales, dimensioners, label printer/applicators, scanners and sensors and PLC controls software. Our CSEs are often the first call that our customers make when they need support, and as such, are the face of Cognex. Our CSEs solve technical issues remotely, exhibit a Customer First attitude, and Persevere until the customer’s problem is resolved fully.Essential FunctionsProvide expert, front-line product customer support submitted through web or phone calls by asking meaningful troubleshooting questions, providing clarification on customer questions, directing customer to useful resources, etc.Maintain high customer satisfaction level through timely, attentive, and polite interactionsMaintain open communication and provide consistent case updates to customerEnsure appropriate equipment is in place to set up common use cases for troubleshooting. Reproduce reported issues and resolve or provide suitable workaroundsCreate, update, and close cases in CRMMaintain complete and coherent case notes, and ensure all relevant data is capturedDevelop and maintain technical bulletins and knowledge base articles for complex problems that are easy to understand for non-technical and technical audience both internal and externalInterface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolutionUtilize experience to create internal FAQs and share with the Customer Support Team. Reviews FAQs created by junior team membersEscalate product issues to engineering and product marketing teams to solve certain topics and report product and manual bugsRespond timely to requests from engineering for additional information or troubleshooting on customer setupParticipate in required technical training to keep skills up to date with current technology, new products and industry standards or trends. May also deliver training to junior team membersDrive continuous improvement of technical support processes based on employee and customer feedbackKnowledge, Skills & AbilitiesAbility to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand mannerUnderstand when and how to react and maintain composure and professionalism when handling different types of customers using active listening skills and empathyUnderstand different types of communication and when to apply themStrong ability to demonstrate empathy and establish a good customer relationshipUnderstand how to set realistic customer expectations and the ability to explain product capabilities to customersSpecialized knowledge of image processing, analysis, and deep learning techniques.Advanced knowledge of machine vision systems, optics, and lighting techniques for machine vision applications.Expertise in all relevant Cognex products/ technology (DataMan barcode reading, In-Sight platforms, VisionPro, Deep Learning, etc.)Advanced knowledge of networking and industrial communication protocols such as TCP, FTP, EIP, Devicenet, Profinet, SLMP, Modbus, etc.Ability to replicate setups, reproduce complex issues, and resolve difficult problems efficientlyStrong understanding when you need more information from the customer and how to ask questions to get appropriate informationAdvanced knowledge of factory automation process, industrial controls, industrial robotic controls, and a general knowledge of PLC ladder logic programmingDeep understanding of software programming and debugging of both script-based and object-oriented applicationsAbility to read and interpret complex wire and engineering diagramsAdvanced ability to read programming documentationAdvanced knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)Practical, hands-on knowledge of electronics, electrical circuits, hardware, and wiringAbility to work effectively with other departments in the pursuit of a solution for customer reported issues.Ability to prioritize, multitask and work under pressureStrong note taking and organization skills and the ability to effectively hand-off cases.Minimum Education and Work Experience RequiredBachelor’s or Master’s Degree in technical field or equivalent work experience5+ years in customer service; experience in the electronics, robotics, manufacturing, automation, or IT industries preferredEnglish language proficiency (spoken and written)Ability to speak on the phone for extended periods of timeAbility to use computer equipment or work in office environmentStrong attention to detail and communication skills and ability to work within a teamAdditional Job DescriptionEqual Employment OpportunityCognex is an equal opportunity employer. Cognex evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
