Cognex
From Cognex's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
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.
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
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