Software Customer Service Manager
Date: 19 May 2026
Location: Bristol, GB, BS35 4GG
Job Function: Commercial
Business Unit: Plasma Technology
We are thrilled to announce a fantastic opportunity for a permanent Software Customer Service Manager position located in Severn Beach, Bristol. In this role, you will act as a vital link between our Field Service Software Engineers and the Software Engineering team, driving the swift resolution of complex challenges while fostering continuous improvement through effective training, knowledge sharing, and valuable customer feedback. Additionally, you will provide exceptional support for OIPT software to clients in EMEAI and to external OIPT staff (including Process and Service Engineers) globally.
Key Responsibilities
* Escalation Management & Incident Command: Point of contact for software related escalating troubleshooting with complex issues.
* Act as incident lead during high‑severity issues—coordinate software engineering, service, and comms; run post‑incident reviews.
* Serve as the go‑to for advanced troubleshooting and coordination with software engineering.
* Support OIPT in a global HVM process support role, including Tiger Teams, Rapid Response, and Landing Teams.
* Lead in process L2 escalations to meet specifications.
* Visiting customers where software reported issues are impacting the customer relationship.
* Support in peaks in EMEAI, ASIA or US requirements for acceptance.
* Work closely with HVM customers and OIPT on Continuous Improvement Projects as required.
* Field Relationship & Liaison: Build trusted relationships with Service Engineers and provide 2nd line support.
* Diagnosis and solution of software and hardware problems both by phone and email.
* Monitoring Critical Field Installations: Track high-impact or complex installations and upgrades proactively.
* System acceptance & customer training: Answer technical questions and provide solutions to new requirements during the tender process.
* Demonstrate software to customers during system acceptance and support in training of OIPT staff for new developments.
* Liaise with Sales Team to provide useful background information.
* Support the Head of Global service in developing accounts for future business.
* Provide detailed and accurate record of expense incurred on behalf of the Company.
Education / Qualifications
* Apprenticeship and/or Degree in Software, Computing or a related field.
Professional Skills/Abilities
* Semiconductor/advanced manufacturing experience.
* Experience with complex systems, log analysis and diagnostics, and software-hardware integration.
* Knowledge of Semiconductor processing techniques and system design.
* In depth knowledge of Windows Software and experience working on real-time control systems.
* Knowledge of hardware interfacing, including electrical schematics, is also desirable.
* Experience with remote diagnostic tools and service environments, C#, .NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming.
* Azure DevOps for task tracking and GitHub for version control & CI/CD pipelines.
* Solid experience with several network protocols, TCP/IP, UDP, Modbus, EtherCAT etc.
Personal Qualities
* Calm under pressure – thrives in escalation scenarios.
* Excellent communication with customers, and internal teams.
* Enthusiastic and agile approach to complex tasks.
* Can embrace ambiguity, extract necessary information and define clear objectives.
* Ability to learn new technology and processes quickly.
* Ability to convey ideas both technically and as best suited to the audience.
* Shares information and knowledge to improve own and others contribution to the business.
* Coaching mindset.
Benefits
* Competitive starting salary and structured career development opportunities.
* 25 days annual leave and early finish on Fridays.
* Private healthcare and share incentive plan.
* Defined contribution Group Personal Pension Plan.
* Flexible benefits package that you can tailor to your own requirements.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability. We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us.
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