Advanced Customer Engineer

Essential Functions:

• Provide coaching, mentoring, and guidance to Cognex Field Engineers and Cognex service contractors.
• Operate as a direct escalation path for team members experiencing on-site issues or requiring technical advice.
• Act as a direct escalation point for technical support teams in resolving customer technical support requests.
• Design, test, and tune script blocks (mainly JS) for communication and enhancements of Cognex products and solutions.
• Provide timely, detailed, and accurate reports on service work performed and product performance.
• Offer real-time support for in-field Field Service Engineers (FSEs)/site leads to resolve complex issues effectively, supporting project profitability targets.
• Deliver second-level escalation support, utilising in-depth evaluation in post-project/sales support environments.
• Provide rapid response and physical deployment options for complex or escalating projects/issues, often coordinating activities of others with short notice.
• Document Technical Notes / “How-To’s” for cross-functional issues and manage documentation distribution.
• Develop training topics and materials for field service resources (internal and external) to enhance competencies and skills.
• Ensure timely communication with customers regarding status updates and keep internal stakeholders informed.
• Travel to sites as needed, with extended travel during project commissioning, acceptance phases, or peak business periods.
• Other responsibilities as assigned.

Knowledge, Skills, and Abilities:

• Bachelor’s degree in Electrical, Mechanical, Industrial, Automation, or Computer Engineering from an accredited institution; Master’s degree preferred.
• 3+ years’ experience in solution installation, commissioning, and troubleshooting of ID and Vision-based solutions or relevant automation equipment, electrical, networking, and control systems.
• Advanced knowledge and experience in scripting (C++, JavaScript) and industrial protocols via serial communication (ASCII) and PLC competencies.
• Advanced knowledge of industrial fieldbus protocols.
• Advanced knowledge of PLC systems (Siemens, Rockwell, or Beckhoff preferred).
• Strong customer focus, attention to detail, quick action, excellent communication skills, and a self-driven mentality.
• Ability to prioritise, anticipate risks, and develop mitigation strategies.
• Proficient in In-Sight, VPro, 2D, and 3D Vision applications.
• Strong knowledge of serial and Ethernet protocols.
• Excellent organisational and communication skills, capable of handling difficult customer situations.
• Ability to work proactively remotely and collaboratively in a team.
• Available to travel up to 50%.

About Us:

Cognex is the largest, most successful, and most recognised global player in industrial machine vision. Using advanced optics, image sensors, and AI software, Cognex vision and ID systems capture and analyse images to interpret what’s being seen. Companies use Cognex vision and ID in manufacturing to improve quality, guide robots, and track items through production and distribution stages. Cognex is dedicated to solving tough problems in industrial machine vision and ID, with more solutions sold than any other company worldwide. Over a billion products are made daily using Cognex vision.