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Quiero recibir la alerta de empleo más reciente para javascript software en guadalajara, jal

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Customer Support Engineer

Cognex Corporation -
Guadalajara, Jal.

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Información del empleo

Tiempo completo

Cualificaciones

FTP
TCP
Plurilingüe
Visual Basic
Servicio al cliente
Salesforce
C#
Inglés
Maestría
C++
Controlador Lógico Programable
Licenciatura
Mejora continua
JavaScript
Atención al cliente
Sensores
Debugging

Descripción completa del empleo

Job Description

About us- Cognex is the largest, most successful and recognized global player in industrial machine vision! We are a financially strong, international company with no debt and have been in business for over 40 years. Using advanced optics, image sensors and artificial intelligence software Cognex vision and ID systems capture an image then analyze it to make sense of what’s being seen. We are deeply committed to fostering an inclusive and equitable work environment, guided by our "Work Hard, Play Hard, Move Fast" culture, which celebrates employee innovation, determination, and dedication in a dynamic, fun, and distinctive atmosphere.

The primary responsibility as a Customer Support Engineer will be to provide remote support of Cognex designed systems and solutions to system integrators or direct end user customers. This role has a high degree of customer interface and is expected to provide a high level of customer service and satisfaction. Typical industry applications include: parcel and pallet conveyors, sorters, interfacing with in-motion scales, dimensioners, label printer/applicators, scanners and sensors and PLC controls software. Our CSEs are often the first call that our customers make when they need support. Our CSEs are relied upon to solve technical issues, exhibit a Customer-First attitude, and persevere until the customer inquiry is resolved.

The role will be based in our Guadalajara, Mexico office working on a hybrid schedule - 3 days in the office and 2 remote.

Essential Functions

Provide technical, professional, front-line customer support by asking meaningful troubleshooting questions, providing clarification on customer questions, directing customer to useful resources, etc.
Maintain high customer satisfaction level through timely, attentive, and courteous interactions
Maintain open communication and provide consistent case updates to customer
Ensure appropriate equipment is in place to set up common use cases for troubleshooting, reproducing reported issues and resolving or providing suitable workarounds
Create, update, and close cases in Salesforce CRM
Maintain complete and coherent case notes, and ensure all relevant data is captured
Develop and maintain technical bulletins and knowledge base articles for complex problems that are easy to understand for non-technical and technical audience both internal and external
Interface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolution
Utilize experience to create internal FAQs and share with the Customer Support Team.
Escalate product issues to next level support team to solve certain topics and report product and manual bugs
Respond in a timely manner to requests from engineering for additional information or troubleshooting on customer setup
Participate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trends
Drive continuous improvement of technical support processes based on employee and customer feedback

Knowledge, Skills & Abilities

Ability to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand manner
Understand when and how to react and maintain composure and professionalism when handling different types of customers
Understand different types of communication and when to apply them
Active listening skills and the ability to gain a full and accurate understanding of the customer point of view
Strong ability to demonstrate empathy and establish a good customer relationship
Strong ability to de-escalate customer frustrations and maintain focus on the issue at hand
Understand how to set realistic customer expectations and the ability to explain product capabilities to customers
Specialized knowledge of image processing, analysis, and deep learning techniques.
Knowledge of machine vision systems, optics, and lighting techniques for machine vision applications.
Expertise in all relevant Cognex products/ technology (DataMan barcode reading, In-Sight platforms, VisionPro, Deep Learning, etc.)
Knowledge of networking and industrial communication protocols such as TCP, FTP, EIP, Devicenet, Profinet, SLMP, Modbus, etc.
Ability to replicate setups, reproduce complex issues, and resolve difficult problems efficiently
Strong understanding when you need more information from the customer and how to ask questions to get appropriate information
Knowledge of factory automation process, industrial controls, industrial robotic controls, and a general knowledge of PLC ladder logic programming
Understanding of software programming and debugging of both script-based and object-oriented applications
Ability to read and interpret complex wire and engineering diagrams
Ability to read programming documentation
Knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)
Practical, hands-on knowledge of electronics, electrical circuits, hardware, and wiring
Ability to discern when to escalate a case and what information is relevant to include when escalating to other departments or higher levels of support
Ability to prioritize, multitask and work under pressure
Strong note taking and organization skills and the ability to effectively hand-off cases or phone calls.

Minimum Requirements

Bachelor’s or Master’s Degree in technical field or equivalent work experience
1-4 years related experience in technical support, or similarly technical and customer-facing capacity, in the electronics, robotics, manufacturing, automation, or IT industries
Prior customer service experience preferred
Ability to travel internationally as required
English and Spanish language proficiency (spoken and written)
Ability to speak on the phone for extended periods of time
Ability to use computer equipment or work in office environment
Strong attention to detail and communication skills and ability to work within a team

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