Customer Support Engineer

Job Description

Essential Functions

• •Provide expert, front-line product technical support submitted through web or phone call 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 interactions
• •Maintain open communication and provide consistent case updates to customer.
• •Troubleshooting customer problems over phone or remote assistance tools, reproduce reported issues and resolving or providing suitable workarounds.
• •Create, update, and close cases in CRM.
• •Maintain complete and coherent case notes, and ensure all relevant data is captured.
• •Develop and maintain technical bulletins and knowledge base articles that are easy to understand for non-technical and technical audience both internal and external.
• •Interface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolution.
• •Utilize experience to create internal FAQs and share with the Technical Support Team.
• •Escalate product issues to engineering and product marketing teams to solve certain topics and report product and manual bugs.
• •Respond timely to requests from engineering for additional information or troubleshooting on customer setup
• •Participate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trends
• •Drive continuous improvement of technical support processes based on employee and customer feedback.

Knowledge, Skills & Abilities

• •Ability to guide customers in how to use Cognex products and explain the cause of trouble in an easy-to-understand manner.
• •Understand when and how to react and maintain composure and professionalism when handling different types of customers.
• •Understand different types of communication and when to apply them.
• •Active listening skills and the ability to gain a full and accurate understanding of the customer point of view.
• •Ability to demonstrate empathy and establish a good customer relationship
• •Ability to de-escalate customer frustrations and maintain focus on the issue at hand.
• •Understand how to set realistic customer expectations.
• •General knowledge of image processing, analysis, and deep learning techniques.
• •Knowledge of machine vision systems , optics, and lighting techniques for machine vision applications.
• •Familiarity with all relevant Cognex products/ technology (DataMan barcode reading, In-Sight platforms, VisionPro, Deep Learning, etc.)
• •Knowledge of networking and industrial communication protocols such as TCP, FTP, EIP, Devicenet, Profinet, SLMP, Modbus, etc.
• •Ability to replicate setups, reproduce issues, and resolve problems efficiently.
• •Understanding when you need more information from the customer and how to ask questions to get appropriate information.
• •Knowledge of factory automation process, industrial controls, industrial robotic controls, and PLC ladder logic programming.
• •Understanding of software programming and debugging of both script-based and object-oriented applications.
• •Ability to read and interpret wire and engineering diagrams
• •Ability to read programming documentation.
• •Knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)
• •Knowledge of electronics, electrical circuits, hardware, and wiring.
• •Ability to discern when to escalate a case and what information is relevant to include when escalating to other departments .
• •Ability to prioritize, multitask and work under pressure
• •Strong note taking and organization skills and the ability to effectively hand-off cases.

Minimum Requirements

• •Bachelor’s or Master’s Degree in technical field or equivalent work experience.
• •2-4 years related experience in technical support in the electronics, robotics, manufacturing, automation, or IT industries.
• •Prior customer service experience preferred.
• •Ability to travel internationally as required.
• •English language proficiency (spoken and written)
• •Ability to speak on the phone for extended periods of time
• •Ability to use computer equipment or work in office environment
• •Strong attention to detail and communication skills and ability to work within a team

Additional Job Description