Overview
Talent Acquisition | Driving Global Growth
At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our Nanoimager stands at the forefront of advancing cellular studies on a molecular level, contributing to the evolution of scientific knowledge. We are seeking a Data Analyst (Service Operations) to join our team to help drive customer satisfaction and service contract retention through data-driven insights and operational execution.
This role owns the customer ticketing system, ensuring timely resolution and accurate metadata logging for actionable insights for product and quality teams. It also bridges customer feedback with commercial, engineering, and software teams to resolve issues and prioritise future improvements.
Your Role at ONI:
* Gather and report customer feedback to 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, including expediting ticket closure by coordinating with relevant teams and ensuring clear ownership.
* Ensure metadata is logged accurately 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 performance issues.
* 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 Senior Manager, Operations.
* Prepare and file repair report documentation per internal reporting standards.
* Contribute to creation of internal knowledge base (fault finding, problem solving, FAQs, WIs).
Essential skills and qualifications:
* Minimum of 2–4 years experience in customer success, technical support, or operations roles.
* Prior experience using SQL to extract, analyse, and interpret data to generate actionable insights and support decision-making.
* 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.
* 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.
* High attention to detail and accuracy in data entry/metadata management.
Desired skills and qualifications:
* Previous exposure to scientific instrumentation, life sciences tools, or complex technical products.
* Experience in a laboratory setting using best laboratory practices 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).
* BSc (or equivalent) in statistics, science, engineering or related technical fields.
At ONI, we understand that a fulfilling career involves more than just challenging work – it's about enjoying a well-rounded experience. When you join, you contribute to groundbreaking research and benefit from a range of programs and perks designed to enhance your life inside and outside the workplace.
Benefits
* Competitive Compensation: Competitive salary that recognises your expertise and contributions.
* 28 days of annual leave: Plus local bank holidays and 4 dedicated wellbeing days.
* Private Healthcare and Dental Coverage: Access to medical and dental services.
* Inclusive Culture: Diverse, inclusive environment that values every team member.
* Mental Health Support: Comprehensive mental health resources.
* Pension: People’s Pension scheme for long-term financial well-being.
* Perks at Work: Exclusive discounts and deals through our program.
If you are driven by innovation and want to impact scientific and medical research, we invite you to apply and join our mission.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Science
Industries
* Biotechnology
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