Factory Service Engineer

Factory Service EngineerOxford Instruments Asylum Research is seeking a hands-on Factory Service Engineer to support the factory service, repair, troubleshooting, testing, and continuous improvement of advanced Atomic Force Microscope (AFM) systems and related components at our Santa Barbara facility. This in-person role partners closely with Production, Test, Engineering, and other teams to diagnose complex technical issues, restore equipment to specification, and deliver reliable solutions that support our customers and internal operations. The Factory Service Engineer also serves as a customer-focused technical partner, providing timely updates, clear explanations, and responsive support that builds trust and helps minimize customer downtime.
Key job responsibilities include, but not limited to:Diagnose, troubleshoot, repair, and test AFM systems, subassemblies, electronics, mechanical assemblies, and related accessories returned for factory service.
Perform systematic fault isolation using schematics, technical documentation, diagnostic tools, test equipment, and established service procedures.
Complete preventive maintenance, calibration, upgrades, refurbishment, and verification testing to ensure serviced equipment meets applicable performance and quality requirements.
Document troubleshooting steps, repairs, parts used, test results, and final disposition clearly and accurately in service and quality records.
Partner with Engineering, Manufacturing, Quality, Applications, and field service teams to resolve complex or recurring product issues and provide actionable technical feedback.
Support root-cause investigations and corrective actions by identifying failure trends and recommending improvements to service processes, documentation, test methods, or product design.
Maintain service work areas, tools, test fixtures, and equipment in a safe, organized, and ready-to-use condition.
Communicate status, findings, risks, and priorities effectively with internal stakeholders and, when appropriate, support technical communication related to customer service cases.
Provide responsive, professional technical support for customer service cases by listening carefully, clarifying symptoms and expectations, and communicating troubleshooting findings and next steps in clear, customer-friendly language.
Build customer confidence and long-term trust through dependable follow-up, accurate commitments, and a service-oriented approach that keeps customers informed throughout the repair or support process.
Support remote troubleshooting and technical guidance, when appropriate, to help resolve issues efficiently, minimize customer downtime, and determine when equipment should be returned for factory service.
Provide system operation, maintenance, or user familiarization guidance when appropriate, helping customers use and care for their instrumentation confidently and effectively.
Manage service interactions with professionalism and empathy, including technically complex or time-sensitive situations, and escalate issues appropriately to ensure effective resolution.
Follow company safety, quality, ESD, and documentation requirements while handling precision scientific instrumentation and components.
Assist with development and improvement of factory service procedures, troubleshooting guides, training materials, and test methods.
Core

Qualifications:
5+ years of relevant hands-on experience in electrical, mechanical, scientific, or precision instrumentation work, with demonstrated ability to troubleshoot and resolve complex technical issues.
Working knowledge of electronic and mechanical troubleshooting techniques and ability to interpret schematics, drawings, specifications, and technical procedures.
Experience using common diagnostic and test equipment such as digital multimeters and oscilloscopes, as appropriate to the work.
Strong analytical problem-solving skills with a disciplined, methodical approach to fault isolation and root-cause identification.
Ability to perform precise hands-on work with delicate components and assemblies while following documented processes and quality requirements.
Clear written and verbal communication skills and the ability to document technical work accurately.
Ability to work effectively both independently and collaboratively in a cross-functional, in-person factory environment.
Ability to prioritize multiple service activities while maintaining attention to detail, quality, and customer needs.
Strong customer service orientation with the ability to listen actively, ask effective diagnostic questions, set clear expectations, and communicate technical information to customers with varying levels of technical expertise.
Demonstrated professionalism, responsiveness, patience, and sound judgment when managing customer concerns, competing priorities, and time-sensitive service needs.
Ability to build collaborative relationships with customers and internal teams while maintaining ownership of issues through commun