At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With high-performance scientific digital cameras, spectroscopy and microscopy systems from Andor Technology, our customers in industry and academia can explore everything from photons to galaxies as they develop new treatments for diseases, and search for Earth-like exoplanets orbiting distant stars.
Date: December 2019
Job Title: Product Support Engineer (Microscopy)
Reporting to: Global Support and Customer Service Manager
Location: London, Oxford, Cambridge
We are now recruiting for a PRODUCT SUPPORT ENGINEER within our Customer Support team. The engineer will assist in meeting the team objectives through the effective provision of post-sale support to customers. The role will encompass a wide range of tasks to include; installing equipment at customer’s premises, responding to technical queries from customers, staff and distributors, general support and training of customers plus facilitating the efficient handling of customer returns.
Main function of the job
Post sales technical support and field installation.
Key tasks and duties
Install equipment on site for and provide training to customers.
Ensure installations are complete to customer’s satisfaction. Take ownership to ensure any outstanding issues are speedily resolved and product handed over to and signed for by Customer.
Provide a service to customers, distributors and Andor staff, both before and after installation.
Working in conjunction with factory personnel to ensure the product in production matches the customer order and meets all quality and test criteria before despatch.
Monitor and Provide warranty field service to customer’s equipment.
Provide concise and accurate installation reports in a timely manner.
Meet agreed team and individual performance objectives.
Remain up to date on company products, new and emerging technologies.
Any other duties that may reasonably be required from time to time by your line manager.
The successful candidate will be a team player, willing to travel internationally representing Andor in a professional manner. They will also have:
A Degree in a Science or Engineering discipline; or 2 years suitable experience building, servicing or installing Connfocal Microscopy Systems.
Ability to travel freely within Europe without the need for travel visas
One or more of the following: One year working within the field of Life Science, and/or one year working with Microscopy Instrumentation or Optical instrumentation, a good working knowledge of Windows Hardware. Including device installation and drivers.
Customer Focus: takes ownership of customer problems and issues, works to resolve them and see them through to resolution. Is flexible, does "the right thing" and spends time understanding and meeting customer needs.
Critical Thinking & Problem Solving: Demonstrates accountability for own decisions, clearly defines the nature of a problem and articulates the required outputs for resolution.
Planning & Organising: Plans and prioritises workload efficiently and effectively, structures work to achieve the best outputs.
Good Communication and Interpersonal Skills
Team oriented, methodical with attention to detail.
Computer Literacy including use of Microsoft Office Products
An ability to work outside core hours due to extensive travel that also includes some international travel, travel can routinely be three weeks per month
PhD in a Life Science discipline
International travel experience
Experience training customers in user application software
Experience with the installation of complex technical systems, including set up of PCs
Customer support service desk experience
Foreign language basic fluency
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.
Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.