Customer Support Engineer
3 months ago
How we work
We’re committed to being the leading provider of high-tech products and services for the world’s most important industrial and scientific research communities. Our people are vital to our success. We strive to offer the opportunities that will attract, motivate and retain the very best talent in our sector. This involves creating an inclusive environment and culture, where difference is valued and people are recognized for what they deliver and bring to the team.
Empowering People to Make a Difference
We don’t wait for change to happen. We enable it. That’s why we aim to create the best working environment and culture for our people to thrive. We share the same goals and value diversity of thought, perspective and experience. With a focus on the ongoing development, engagement and wellbeing of our people, we know we will continue to exceed customer expectations and drive change for the future.
About the Opportunity: We have an exciting opportunity for a Customer Service Engineer (CSE) to join a team of innovative and dedicated professional. The CSE will install, train and provide ongoing maintenance of complex systems throughout the United States and establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer.
Key Responsibilities:
-Install, and ensure the operation of assigned systems and options to factory performance specifications.
-Perform Basic “User Familiarization” Training at installations.
-Ensure the customer is aware at all times of the correct method to obtain basic results, basic safety and system care.
-Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation
-Perform instrument verification in accordance with departmental policies and procedures.
-Ensure that costs generated by actions undertaken are controlled.
-Ensure that all resources allocated e.g. vehicle, tools, test equipment are maintained in good condition.
-Understand and control available resources to achieve customer satisfaction (such as Product Managers)
-Communicate with customers concerning the status of repair and or safety issues arising from work on their system, in a timely manner.
-Promote a positive image of Oxford Instruments in all communications, whether in person, by telephone or in writing.
-Advise customers on the availability of Oxford instrumentation related options, upgrades and support contracts.
-Initiate Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems.
-Submit in a timely manner all reports including but not limited to (Carfs, Installation, Service, Schedule, expenses) and information on recurring or potential problems.
- Provide reports which include information, suggestions, recommendations and/or modifications to instrumentation, policies, manuals or concepts.
-Work closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction.
The right canidate will meet the following criteria
-Three to six years related experience and/or training; or equivalent combination of education and experience.
-Experience with troubleshooting and repair of etch/deposition/Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs, etc. is required
-The individual should work independently, is accountable for meeting their own obejectives, and is subject to a flexible work pattern which will involve travel and/or working outside normal working hours when necessary.
-Excels with working within a Windows environment and familiar with Microsoft office.
-A sound background in ERP systems, CRM, and Microsoft Suite of products
-Ability to perform multiple tasks simultaneously and manage associated stress
-Aability and willingness to travel overnight 70% of the time. 80% of work-related travel will be domestic, 20% international.
-A valid passport is required.
Oxford Instruments Perks and benefits:
-Generous benefit packages - We offer our employees competitive health insurance options, including Medical, Dental, and
-Vision plans.
-Our 401k program has options for saving both pre- and post-tax dollars for retirement.
-Paid Time Off (PTO) Work-life balance is a key part of our company culture here at OI, and we know that our employees do their best work when they can take the time they need to rest and recharge. Employees start with 4 weeks of PTO which is accrued each pay period.
-Holidays - We recognize 12 holidays this year
-In addition to all the standard PTO options, OI proudly offers a generous and progressive paid family leave policy.
-Professional Development - OI supports you and your professional development with $5,250 available in annual tuition reimbursement after 6 months of service.
Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time for this position.
Oxford Instruments Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, national origin, disability or protected veteran status. EOE/M/F/D/V
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
Note to recruitment agencies: Oxford Instruments does not accept agency CV’s. Please do not forward details to our jobs alias, Oxford Instruments employees or any other company location. Oxford Instruments is not responsible for any fees related to unsolicited CV’s.
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