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