Associate Customer Success Engineer

Cognex is the world’s leading provider of vision systems, software, sensors, and industrial barcode readers used in manufacturing automation. Cognex vision helps companies improve product quality, eliminate production waste, lower manufacturing costs, and exceed consumer expectations for high quality products and services. Cognex serves a global customer base throughout the Americas, Europe, and Asia. We are establishing a Global Solution Support Centre in Budapest and are seeking ambitious, technical Customer Support Engineers (CSEs) to join our talented team as foundational members of the Solution Support group. As an Associate Customer Support Engineer, Solutions Support, you will report to the Supervisor of Customer Support Engineering as a key member of the Solutions Support team responsible for ensuring the timely and accurate resolution of technical issues for our global solutions customers. You will work  alongside other team members in contributing to initiatives aimed at driving operational efficiencies and improving the customer support experience.

Essential Functions

• Assist with support cases from our global logistics solutions customer base with a focus on professionalism, responsiveness, and technical accuracy.
• Meet or exceed daily and weekly key performance metrics for case volume, CSAT, and response times.
• Work alongside a team of Customer Support Engineers fostering a collaborative and high-performing work environment.
• Deliver customer support as part of a rotational shift schedule to accommodate 24x7x365 support operations, and as required by the Regional Supervisor.
• Utilize Salesforce, Service Cloud and other applications relative to delivering industry-leading customer support.
• Adhere to departmental Standard Operating Procedures method statements and processes.
• Attend training sessions at Cognex offices or other locations 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.

Knowledge, Skills, and Abilities

• Commitment to customer satisfaction, strong attention to detail and action oriented.
• Ability to follow processes, method statements and other instructions relative to delivering industry-leading 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.
• Basic experience of field engineering, industrial environments and/or customer facing roles.
• Knowledge of CRM, knowledge base systems, and customer-facing best practices.
• Basic technical skills relating to the installation, commissioning or support of logistics ID or vision solutions.
• Ability to work a flexible shift schedule.
• Customer-facing experience.
• Ability to travel as needed, up to 5%.

Minimum Education and Work Experience

• Bachelor's degree or equivalent work experience.
• Minimum of 1 years' experience in a technical role and/or customer support role.
• English proficiency.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Acknowledgement of receipt

The Employee claims that he/she understands and accepts entirely the above detailed English job description.

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