Job Description

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.

Additional Job Description