Overview
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At ONI, we are driven by a mission to propel scientific discovery and combat diseases by helping people visualize, comprehend, and share the intricate microscopic details of life. Our Nanoimager advances cellular studies at the molecular level and supports developments in scientific knowledge.
We are seeking an enthusiastic and dedicated Process Optimization Engineer to join our team, with a focus on driving customer satisfaction, service contract retention, and data-driven operational execution. The role includes ownership of the customer ticketing system and collaboration with product, quality, engineering, and software teams to resolve issues and prioritize improvements.
Your Role at ONI
* Gather and report customer feedback to the Senior Manager, Operations regarding experience, new feature requests, and general product/instrument improvements.
* Analyze fleet data to identify patterns in service contract churn, customer behavior, and system usage.
* Develop strategies to recover expiring or declined service contracts in collaboration with the commercial team.
* Make data-driven recommendations on initiatives, messaging, and commercial tactics to improve renewal rates.
* Proactively segment the customer base by health, satisfaction, and renewal likelihood.
* Own and manage the customer ticketing system end-to-end, expediting ticket closing by chasing relevant teams and ensuring clear ownership and accountability.
* Ensure accurate and consistent metadata is logged for every ticket to provide actionable insights to quality and product teams.
* Generate reports on ticket trends, escalations, and recurring issues to inform product enhancements and service improvements.
* Act as the bridge between customers, field service engineers, and software teams to distinguish software and hardware-related issues.
* Support IT-related troubleshooting for customers, including computer-related performance.
* Determine root cause issues with hardware systems through in-house, on-site, remote support, and troubleshooting.
* Deliver scheduled maintenance work on hardware systems, as directed by the Senior Manager, Operations.
* Prepare and file repair report documentation per internal reporting standards.
* Contribute to the creation of an internal knowledge base (fault finding, problem solving, FAQs, work instructions).
Essential skills and qualifications
* Minimum of 2–4 years experience in customer success, technical support, or operations roles.
* Proven experience managing ticketing or CRM systems (e.g., Zoho Desk, Zendesk, Salesforce Service Cloud, or similar).
* Prior experience in automation and integrating multiple software platforms (ticketing, CRM, ERP, reporting tools) or similar.
* Track record of analyzing customer data and generating actionable insights.
* Management of internal systems to log reports, repairs, and other hardware-related issues.
* Experience in customer segmentation, NPS analysis, or service contract structuring.
* Excellent communication skills, with the ability to translate between technical (engineering/software) and commercial teams.
* Ability to prioritize, chase, and drive closure across multiple teams.
* High attention to detail and accuracy in data entry/metadata management.
* Strong analytical skills with experience using Excel, CRM tools, or similar to identify trends and build strategies.
* Commercially aware, comfortable engaging with customers about value, usage, and support options.
Desired skills and qualifications
* Previous exposure to scientific instrumentation, life sciences tools, or complex technical products.
* Worked in a laboratory setting using best laboratory practices and techniques related to cell biology, molecular biology, biochemistry, or chemistry research.
* Operated as service support engineer for optomechanical instrument manufacture or service.
* Basic IT troubleshooting (e.g., performance issues, connectivity, buffering).
* BSc (or equivalent) in statistics, science, engineering or related technical fields.
Benefits and culture
At ONI, we offer a range of benefits designed to enhance your life inside and outside the workplace, while supporting a fair and inclusive culture as an equal opportunity employer.
* Competitive Compensation: A competitive salary reflecting your expertise and contributions.
* 28 days of annual leave: Plus local bank holidays and 4 wellbeing days.
* Private Healthcare and Dental Coverage: Access to medical and dental services.
* Inclusive Culture: A diverse, inclusive environment that values every team member.
* Health Assured: Mental health support services for a balanced work-life experience.
* People’s Pension: Pension scheme for long-term financial well-being.
* Perks at Work: Exclusive discounts and deals through the program.
If you are driven by innovation and eager to impact scientific and medical research, apply to join our mission to advance understanding of life’s details.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Science
Industries
Biotechnology
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