Senior Customer Support Engineer

About 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 Functions

• Provide 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 interactions

• Maintain open communication and provide consistent case updates to customer

• Ensure appropriate equipment is in place to set up common use cases for troubleshooting. Reproduce reported issues and resolve or provide 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 for complex problems 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 Customer Support Team. Reviews FAQs created by junior team members

• 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 training to keep skills up to date with current technology, new products and industry standards or trends. May also deliver training to junior team members

• 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 more complex trouble in an easy-to-understand manner

• Understand when and how to react and maintain composure and professionalism when handling different types of customers using active listening skills and empathy

• Understand different types of communication and when to apply them

• Strong ability to demonstrate empathy and establish a good customer relationship

• Understand how to set realistic customer expectations and the ability to explain product capabilities to customers

• Specialized 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 efficiently

• Strong understanding when you need more information from the customer and how to ask questions to get appropriate information

• Advanced knowledge of factory automation process, industrial controls, industrial robotic controls, and a general knowledge of PLC ladder logic programming

• Deep understanding of software programming and debugging of both script-based and object-oriented applications

• Ability to read and interpret complex wire and engineering diagrams

• Advanced ability to read programming documentation

• Advanced knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)

• Practical, hands-on knowledge of electronics, electrical circuits, hardware, and wiring

• Ability to work effectively with other departments in the pursuit of a solution for customer reported issues.

• Ability to prioritize, multitask and work under pressure

• Strong note taking and organization skills and the ability to effectively hand-off cases.

Minimum Education and Work Experience Required

• Bachelor's or Master's Degree in technical field or equivalent work experience

• 5+ years in customer service; experience in the electronics, robotics, manufacturing, automation, or IT industries preferred

• 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