Senior Advanced Customer Engineer

Cognex; Uttoxeter; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is looking for a skilled professional to provide technical support and mentorship to Field Engineers. This role involves designing scripts, troubleshooting complex issues, and ensuring customer satisfaction. The ideal candidate should have a bachelor’s degree in engineering, extensive experience in solution commissioning, and strong scripting skills. The position requires travel up to 50% and a commitment to high-quality service delivery.

Qualifications

• Bachelor's degree from an accredited institution is required; Master's preferred.
• 6+ years of experience in solution installation, commissioning, and troubleshooting.
• Advanced knowledge in higher-level scripting and industrial protocols.

Responsibilities

• Provide coaching and guidance to Field Engineers and service contractors.
• Act as direct escalation path for team members and technical support.
• Design and test scripts for product communication and enhancement.

Skills

Coaching and mentoring

Technical support escalation

Scripting in JavaScript

Troubleshooting

Customer focus

Education

Bachelor’s degree in Electrical, Mechanical, Industrial, Automation or Computer Engineering

Master’s degree (preferred)

Tools

In-Sight

VPro

PLC systems (Siemens, Rockwell, Beckhoff)

Serial and Ethernet protocols

Job description

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 equipment, 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 competence 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%.