Overview
Join to apply for the Technical Support Engineer - NMR role at Oxford Instruments GmbH.
Technical Support Specialist – NMR role based in High Wycombe; hybrid working (3 days in the office, 2 days at home). 37-hour week with flexible hours and 12:30 Friday finishes. The role involves providing expert-level technical support and training across NMR product lines, acting as the primary technical and applications resource for customers, field support engineers and distributors, and delivering onsite support for complex escalations and specialised training sessions.
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 or via remote control.
* Receive initial calls in a positive, helpful manner and communicate with customers regarding problem status to ensure satisfaction.
* Support field engineers and distributors at customer sites 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/digital support products 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 and collect feedback related to CS and product performance.
* Input into new product development (NPI) to consider current and future support needs in product design.
* Produce product release materials to keep the global team informed and publish support policies.
* Collaborate 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 / Customer Support in all communications.
* Advise customers on available instrumentation options, upgrades and support contracts to maintain satisfaction and optimise service revenue.
* Coordinate with manufacturing to ensure parts availability for routine and emergency coverage; liaise with global offices to maintain stock levels.
Qualifications & Experience
* Experience of NMR hardware and theory.
* Strong problem-solving capabilities; enjoys designing and delivering training.
* Relevant Engineering or Science degree.
Benefits
* Wellbeing: 25 days annual leave plus bank holidays, option to purchase up to 12 weeks more; Employee Assistance Programme with 24/7 support; private health and dental insurance; life assurance.
* Money & lifestyle: MyDiscounts, car salary exchange scheme for EVs, TechScheme and CycleScheme, pension with AVIVA, and share incentive plan.
* Development: encouragement to achieve professional/academic qualifications; defined career paths and regular reviews.
Next Steps
If you’d like to learn more before applying, please contact abby.gelder@oxinst.com. Applications are reviewed as quickly as possible; successful applicants will be 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, colour, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Reasonable adjustments available in the interview process upon request.
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