Job Description Key Responsibilities
* Provide first-line technical support via phone, web, and remote tools.
* Diagnose and resolve issues involving:
* - Cognex products: DataMan barcode readers, In-Sight vision systems, VisionPro, and Deep Learning tools.
* - Industrial protocols: TCP/IP, FTP, EtherNet/IP, Profinet, Modbus, SLMP, DeviceNet.
* - Automation components: PLCs, in-motion scales, dimensioners, label printer/applicators, sensors.
* Reproduce customer issues in lab environments and provide workarounds or solutions.
* Maintain detailed case documentation in CRM and ensure timely updates to customers.
* Create and maintain technical documentation, FAQs, and knowledge base articles.
* Collaborate with global support teams and escalate issues to engineering when needed.
* Participate in continuous training on new technologies and products.
Technical Skills & Knowledge
* Strong understanding of machine vision, image processing, and optics.
* Experience with industrial automation systems, including PLC ladder logic and robotic control.
* Ability to read and interpret electrical schematics, wiring diagrams, and technical documentation.
* Programming knowledge in JavaScript, C#, C++, VB; ability to debug script-based and object-oriented code.
* Familiarity with networking concepts and remote diagnostic tools.
* Ability to replicate customer environments and simulate real-world issues.
Qualifications
* Bachelor’s or Master’s degree in Engineering, Computer Science, or related technical field.
* 2–4 years of experience in technical support, preferably in automation, robotics, or IT.
* Fluent in Italian and English; Spanish is a strong advantage.
* Strong communication, problem-solving, and multitasking skills.
* Willingness to travel internationally if required.
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Additional Job Description #J-18808-Ljbffr