Technical Support Engineer

Job Description

Essential Functions

• Act as part of the Solutions Support team to meet or exceed daily and weekly key performance metrics.

• Work alongside a team of technical support engineers fostering a collaborative and high-performing work environment.

• Be part of a shift schedule available to meet 24x7x365 demand for support services, as required by the regional Supervisor. 

• Deal with customer support requests, escalating complex issues as necessary.

• Utilise Salesforce, Service Cloud and other applications relative to technical support resolution.

• Follow departmental Standard Operating Procedures method statements and processes.

• Attend customer sites in support as scheduled by the regional supervisor.

• Complete all safety training required to work in a safe manner in industrial environments.

• Participate in team activities in line with Cognex’s “Work Hard, Play Hard, Move Fast” culture.

• Expected Travel: 0%

Knowledge, Skills & Abilities

• Commitment to customer satisfaction, strong attention to detail and action oriented.

• Ability to follow processes, method statements and other instructions relative to delivering quality customer support.

• Team mindset with a focus on operational efficiency and customer experience.

• Good communication and interpersonal skills with a desire to develop career progression.

• Experience of field engineering, industrial environments and customer facing roles.

• Experience with CRM, knowledge base systems, and customer-facing best practices.

• Technical skills relating to the installation, commissioning or support of logistics ID or vision solutions.

Minimum Education and Work Experience Required

• Bachelor's degree or equivalent work experience

• Customer-facing experience

• Minimum of 3 years' experience in a technology or customer support industry.

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Additional Job Description