Supervisor, Field Service Engineering

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.

This is a remote role

The Field Service Engineering (FSE) team is comprised of highly visible customer facing & interacting roles with a crucial step in the logistics applications delivery process.  FSEs plan and subsequently perform on-site engineering assignments such as installation, commissioning, and handover of Cognex designed systems and solutions to system integrators or direct end-user customers.  The FSE team performs a full range of both standard work as well as handling complex and unusual problems based on technical knowledge and experience level. Direct testing, customer acceptance testing, and, if needed, system diagnostics, troubleshooting, and optimizations are required to ensure the system meets industry-standard acceptance levels before it is handed over to the customer. 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

• Supervise a team of Field Service engineers by coordinating resources, setting daily priorities, meeting operational objectives, and achieving key performance indicators including, but not limited to, field efficiency, utilization and quality the first time for all installations

• Work closely with the Logistics solutions team, project management team, sales organization and end customers to manage the customer relationships needed to deliver the business

• Apply operational business practices and coordinate with other closely related areas to improve efficiency

• Use judgment to identify, troubleshoot and resolve day-to-day technical and operational problems

• Carries out formal supervision including time and attendance, expense reporting, performance evaluations, etc. for the Field Service team

• Explain information, convey performance expectations, and handle sensitive issues in an appropriate manner

• Attract and develop the required Field Service talent to execute the business strategy. Manage relationships with third parties essential to the delivery strategy

• Provide dynamic and inspirational leadership in line with Cognex’s “Work Hard, Play Hard, Move Fast” culture

• Keep current with product technology; attend appropriate training courses when necessary

Knowledge, Skills and Abilities

• Solid understanding of the processes, procedures, and systems to produce high- quality work on standard problems within field service

• Ability to handle difficult customer situations and has the proper discernment to escalate when necessary

• Dedicated, focused and with an eye for detail relating to customer satisfaction

• Excellent time-management & pro-active communication skills

• Strong coaching and team leadership skills

• Ability to multitask and work under pressure with a flexible work style

• Independent self-starter and worker, as well as a conscientious team player

• Ability to provide high-level telephone technical support to FSEs, LPIs, integrators, and end user customers

• Intermediate knowledge and experience in Java scripting for data formatting and/or communications scripting and serial communications (ASCII)

• 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 is required

Minimum education and work experience required

• Degree in a technical discipline or equivalent experience

• Prior supervision experience highly preferred

• 3-5 years of relevant technical experience in Industrial / Manufacturing / Field Service environments (Ideally integrator, machine builder environments)

• Ability to travel 20-40% of the time; occasional international travel may be required to support global customers

• Ability to work remotely, proactively and productively within a team environment

Additional Job Description

Equal Employment Opportunity

Cognex is an equal opportunity employer. Cognex evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.