Customer Support Engineer

2 months ago

New England, United States Oxford Instruments Full time
Oxford Instruments is looking to hire a NanoAnalysis Customer Service Engineer - New England (MA, RI, NH, CT, ME, VT)

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 available for an experienced Customer Service Engineer to be a hands-on leader. We need a technical, pragmatic individual who can trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost effective time frame for Oxford and for the customer. Who will ensure the customer is aware at all times of the correct method to obtain basic results, basic safety and system care. The Customer Service Engineer will install, and ensure the operation of assigned systems and options to factory performance specifications. Perform Basic "User Familiarization" Training at installations. 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). This role will be based in New England, preferably Massachusetts.

Customer Contact:
  • Communicate with customers concerning the status of repair and or safety issues arising from work on their system, in a timely manner.
  • Ensure customer dissatisfaction does not occur by establishing a time based escalation procedure.
  • 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.
  • Keep the customer up to date and satisfied.
Field Reporting:
  • Initiate Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems. Provide data for installations, warranty and customer/instrument history.
  • 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.
Successful candidates will have:

The person hired for this role will have experience working with a variety of high Tech companies, in a Laboratory environment, Installing, Servicing and repairing X-Ray Analysis equipment mounted onto Electron Microscopes such as EDS (Energy Dispersive Spectrometers, EBSD, (Electron Backscatter Diffraction Systems), and WDS,(Wavelength Dispersive Spectrometry Systems). Three to six years related experience and/or training; or equivalent combination of education and experience and a 4 year degree in either Mechanical or Electrical Engineering, Physics or Chemistry, or a Degree in Electron Microscopy is required. Experience with Scanning and Transmission Electron Microscopes, SEM and TEM is preferred but not required.

Additional Qualifications.
  • Formal relevant qualification, i.e. electronics based
  • 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
  • Ability to travel 80% of the time and must be flexible with travel including nights, weekends, and international as needed
  • Relates data from different sources to reach logical conclusions.
  • Recognizes and acts within the limits of own delegated authority.
  • Reaches decisions in an objective manner with an understanding of the interests of the business.
  • Ability to use a high level of tact, diplomacy, discretion and empathy/understanding in a global environment across multiple cultures
  • Foster a "customer first" approach by understanding and driving customer requirements through-out the process
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.

Oxford Instruments requires all employees to be fully vaccinated by their first day of work. The Company will consider requests for medical or religious accommodation as required by law.

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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