Essential Functions
- Manage 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.
- 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.
- 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 3 years' experience in a technical role and/or customer support role.
- English proficiency.
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What We Do
Cognex Corporation designs, develops, manufactures and markets a wide range of image-based products, all of which use artificial intelligence (AI) techniques that give them the human-like ability to make decisions on what they see. Cognex products include machine vision systems, machine vision sensors and barcode readers that are used in factories and distribution centers around the world where they eliminate production and shipping errors.
Cognex is the world's leader in the machine vision industry, having shipped more than 4 million image-based products, representing over $10 billion in cumulative revenue, since the company's founding in 1981. Headquartered in Natick, Massachusetts, USA, Cognex has offices and distributors located throughout the Americas, Europe and Asia.
For details visit Cognex online at www.cognex.com.
