Customer Engineer managing post - sales technical relationships maintaining AI workloads for customers. Collaborating with teams to resolve issues and enhance product performance for enterprise clients.
About the role
- Senior Advanced Customer Engineer providing mentorship and technical support to field engineers at Cognex. Responsible for project delivery, documentation, and customer communication.
Responsibilities
- Provide coaching, mentoring and guidance to Cognex Field Engineers and Cognex service contractors
- Operates as direct escalation path for team members experiencing on site issues or being in technical advice
- Act as a direct escalation path for technical support teams in resolution of customer technical support requests
- Designing, testing and tuning script blocks (mainly JS) for the communication and enhancements of our Cognex products and solutions
- Provide timely, detailed and accurate reports on service work performed and product performance
- Provide real time support for in-field Field Service Engineers (FSEs) / site leads to resolve complex issues in creative and effective ways to support delivery of project profitability targets
- Deliver 2nd level escalation support, utilizing in-depth evaluation of variable aspects in post project / sales support environments
- Provide rapid response, physical deployment options to complex or escalating projects/issues, often coordinating activities of others, with short term notice
- Document Technical Notes / “How-To’s” for identified cross functional issues and own documentation distribution and management
- Develop topics and supporting training materials for field service resources (internal and external) – driving overall competencies and skills upwards
- Ensure timely communications with customers on status, as well as updates to all internal stakeholders
- Travel to sites as needed, to perform the tasks as described for this position
- Other responsibilities as assigned.
Requirements
- Bachelor’s degree in Electrical, Mechanical, Industrial, Automation or Computer Engineering from an accredited institution is required
- 6+ years’ experience in solution install, commissioning and advanced troubleshooting of ID and Vision based solutions or relevant automation equipment, electrical, networking and control systems
- Advanced Knowledge and experience in higher level scripting (Cxx & JavaScript) and/or industrial protocols via serial communication (ASCII) and PLC competencies
- Strong customer focus, attention to detail, fast acting, excellent communicator and self-driving mentality
- Strong competent in In-Sight, VPro, 2D and 3D Vision applications
Benefits
- Health insurance
- Retirement plans
- Professional development opportunities
- Flexible working hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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