Senior Advanced Customer Engineer

Essential Functions 

• Provide coaching, mentoring and guidance to Cognex Field Engineers and Cognex service contractors.
• Operates as direct escalation path for team members experiencing on site issues or being in technical advice.
• Act as a direct escalation path for technical support teams in resolution of customer technical support requests.
• Designing, testing and tuning script blocks (mainly JS) for the communication and enhancements of our Cognex products and solutions
• Provide timely, detailed and accurate reports on service work performed and product performance.
• Provide real time support for in-field Field Service Engineers (FSEs) / site leads to resolve complex issues in creative and effective ways to support delivery of project profitability targets 
• Deliver 2nd level escalation support, utilizing in-depth evaluation of variable aspects in post project / sales support environments 

• Provide rapid response, physical deployment options to complex or escalating projects/issues, often coordinating activities of others, with short term notice 
• Document Technical Notes / “How-To’s” for identified cross functional issues and own documentation distribution and management 
• Develop topics and supporting training materials for field service resources (internal and external) – driving overall competencies and skills upwards  
• Ensure timely communications with customers on status, as well as updates to all internal stakeholders 
• Travel to sites as needed, to perform the tasks as described for this position. Extended travel periods may be required during the commissioning and acceptance phase of each project, or through peak volume business periods 

• Other responsibilities as assigned. 

Knowledge, Skills and Abilities  

• Bachelor’s degree in Electrical, Mechanical, Industrial, Automation or Computer Engineering from an accredited institution is required, Master’s degree is preferred
• 6+ years’ experience in solution install, commissioning and advanced troubleshooting of ID and Vision based solutions or relevant automation eqipment, electrical, networking and control systems
• Advanced Knowledge and experience in higher level scripting (Cxx & JavaScript) and/or industrial protocols via serial communication (ASCII) and PLC competencies
• Advanced knowledge in industrial fieldbus protocols
• Advanced knowledge in PLC (Siemens, Rockwell or Beckhoff preferred)
• Strong customer focus, attention to detail, fast acting, excellent communicator and self-driving mentality 
• Ability to sort through competing priorities, anticipate risks and develop effective mitigation actions 
• Strong competent in In-Sight, VPro, 2D and 3D Vision applications
• Strong knowledge of serial and ethernet protocols
• Demonstrates strong organization skills and communicates well within the company and among peers and stakeholders.
• Evidence of strong communication skills and the ability to handle difficult customer situations is essential
• Ability to proactively work remotely and in a team environment
• Available to travel up to 50% 

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