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Location and working pattern information
We are based in High Wycombe (Cressex) and have hybrid working, which is 3 days in the office, with 2 days at home. Our working week is 37 hours, with flexible working hours and 12:30 Friday finishes.
Overview
Materials Analysis is an Oxford Instruments Business Unit that manages our Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the wider Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X‑Ray Technology. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.
We are seeking a Technical Support Specialist – EBSD/EDS to join our technical support team in High Wycombe. In this role you will be required to provide expert-level technical support and training across our EDS/EBSD and Nanomanipulator product lines. This role involves acting as the primary technical and applications resource for customers, field support engineers, and distributors. You'll travel internationally to deliver onsite support for complex technical escalations and specialised training sessions. The ideal candidate will be highly self-motivated, possess exceptional problem-solving capabilities, and be ready to contribute to our global technical support helpdesk.
Position location: High Wycombe (Cressex). Hybrid working: 3 days in the office, 2 days at home. Working week is 37 hours with flexible hours and a 12:30 Friday finish.
Responsibilities
* High level onsite technical support for critical customer escalations and first-time installations of new products.
* Act as a primary technical support contact for the product range. Accept customer telephone calls, log problems, and attempt to resolve problems over the telephone and by remote control.
* Receive all initial calls in a positive, helpful manner and communicate with customers regarding problem status to ensure customer satisfaction.
* Support field engineers and distributors at the customer site with technical and training queries.
* Provide face-to-face and remote training for engineers and customers.
* Develop and roll out training products to customers, engineers and distributors.
* Promote and deliver onsite consultancy and training services.
* Take ownership of customer problems and liaise with internal departments to resolve issues; escalate to the technical support manager as required.
* Prepare troubleshooting guidelines and digital support materials for engineers and customers.
* Develop and maintain records of problems and solutions using knowledge-centred support.
* Follow up with customers to ensure smooth equipment operation; participate in surveys relating to customer satisfaction and product performance.
* Input into new product development (NPI), ensuring current and future needs of the support organisation are considered in new product design.
* Produce product release materials so the global team is updated with new products and support policies.
* Liaise with development groups on installation procedures for new or updated equipment.
* Proactively manage end-of-life via tech support and onsite service channels.
* Promote a positive image of Oxford Instruments Materials Analysis in all communications.
* Advise customers on availability of instrumentation options, upgrades, and support contracts to optimise service revenue.
* Coordinate with manufacturing to ensure parts availability for routine and emergency needs; liaise with local/global offices to manage stock levels.
Ideal candidate / Qualifications
* Have a Science Degree/PhD preferably in Electronics, Physics, Materials Science, Metallurgy, or Chemistry.
* Knowledge within microanalysis, particularly WDS/EDS/NanoManipulators/EBSD, is preferred.
* Experience with TEM/SEM/probe and FIB is desirable.
* Thrive delivering exceptional customer service and solving complex problems.
Benefits
* Wellbeing: Annual leave 25 days plus bank holidays with option to purchase up to 12 weeks; Employee Assistance Programme including 24/7 support, counselling, financial and legal advice; private health and dental insurance, life assurance.
* Money & lifestyle: MyDiscounts; car salary exchange; TechScheme and CycleScheme; pension with AVIVA; Share incentive plan.
* Development: Encouragement to achieve professional/academic qualifications; defined career paths and regular reviews.
Next steps & How to apply
If you’d like to learn more before applying, or have questions please contact abby.gelder@oxinst.com. Applications are reviewed quickly, with successful applicants invited to a Teams call.
Equal opportunities
Oxford Instruments is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration without regard to race, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. Please get in touch if you require any reasonable adjustments within the interview process.
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