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.