This highly visible customer facing & interacting role is a crucial step in the logistics applications delivery process. The Field Service Engineer (FSE) demonstrates and applies a broad knowledge of fundamental concepts, practices, and procedures of a particular area of specialization. FSE’s are primarily responsible for the installation, commissioning, and handover of Cognex designed systems and solutions to system integrators or direct end user customers. The FSE independently performs a full range of standard work, refers complex and unusual problems to more senior team members, but applies solid problem-solving skills to deal with most situations. Subsequent direct and customer acceptance testing, and as necessary diagnoses, troubleshooting and optimizations of the system are required to support operational handover of the system to the customer, at pre-defined acceptance levels common to the industry. Typical Industry applications include parcel and pallet conveyors, sorters, interfacing with in-motion scales, dimensions, label printer/applicators, scanners and sensors and PLC controls software.
Essential Functions:
Develop, as required, appropriate on-site modifications/optimizations to electrical, optical and/or mechanical systems to deliver end solution performance, in keeping with the initially designed solution specifications and engineering drawings.
Perform on-site engineering assignments such as installation and startup, testing & fault-finding diagnoses of materials/components of complex design.
Serve as the company’s first point of contact for the customer on administrative and technical matters for assigned projects.
Interpret customer needs and determine if the responsibility for resolution falls with them or other Cognex departments. This includes keeping Sales and Service management informed of the project status, service issues, or potential new sales opportunities with the client.
Provide basic training or mentorship to new LFSE’s, LPI’s, LSP’s, and/or customers.
Review and approve the operational quality of Cognex equipment and systems and instruct customers in the operation and maintenance of the system which was installed.
Provide timely, detailed, and accurate reports on service work performed and product performance.
Demonstrate safety consciousness in equipment handling, electrical and electronic procedures, and the unique situations encountered at diverse work sites.
Keep current with product technology; attend appropriate training courses when necessary.
Knowledge, Skills, & Abilities:
Demonstrated ability to independently complete technical analysis on standard systems and correctly determine the appropriate course of action using solid & logical troubleshooting skills and sound judgment.
Ability to handle routine customer situations and has the proper discernment to escalate when necessary.
Dedicated, focused and with an eye for detail relating to customer satisfaction.
Intermediate knowledge and experience in Java scripting for data formatting and/or communications scripting and serial communications (ASCII).
Excellent time-management & pro-active communication skills.
Ability to multitask and work under pressure situations demonstrating a flexible work style.
Independent self-starter and worker, as well as a conscientious team player.
Working knowledge of logistics products, solutions, and software.
Working knowledge of industrial controls, networking, and communications protocols.
Solid CAD capability - Ability to interpret mechanical design and electrical drawings, and panel designs.
Minimum Education and Work Experience Required:
Availability to work evening and weekend hours or varying work patterns depending on market needs.
Ability to be on-call and respond to customer emergencies. Frequent overnights, 70-90% of the time are common depending on project schedules and location of the role.
Ability to work remotely proactively and productively, as well as within a team environment.
Must possess English AND Spanish language proficiency (written and spoken)
Valid Driver's License without restriction.
Typically requires a minimum of 2-4 years of relevant technical experience in Industrial / Manufacturing / Field Service environments (Ideally integrator, machine builder environments).
