Customer Support

Vor 4 Tagen


Wiesbaden, Deutschland Oxford Instruments Vollzeit

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 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.

Role Details:

Business, Location:

Wiesbaden, Germany

Role:

Field Service Engineer

Reports to:

FSE Team Lead

Key relationships:

No direct reports.

Primary Purpose:

To install worldwide all instruments in the MA product range, as well as to perform troubleshooting and repairs on high tech instruments and accessories, ensuring all customers are provided with excellent technical support.

Key Responsibilities:

Achieve 100% first time installations by verifying to the customer that the instrument will run their samples and achieve acceptable results Diagnose faults and perform on site repairs Advise and train customers on calibration, maintaining calibrations using setting up samples Provide excellent customer support regarding technical issues via phone, email and in person Perform preventative maintenance to agreed timescales and required standards Serve as the liaison between the headquarters and our European customers, building positive relationships throughout support process and to ensure ongoing communication on the status of open shipments and repairs Return repaired systems and parts to customers and colleagues in a timely manner Coordinate with the local applications team to maintain in-house instruments and other equipment Produce and maintain all technical documentation relating to installations, risk assessments, quality and site reports Maintain and develop own technical awareness and keep up to date with technological advances Keep up to date with new product introduction programmes to ensure new releases can be supported in the field Submit installation reports in a timely manner and close out any post site issues Efficiently schedule and perform installations, training, repair, and upgrades at customer sites Act as an extended part of sales, by educating the customer about new products / service and passing potential leads to sales

Indicative Performance Measures

Repairs completed quickly and correctly Quantity and quality of responses to customer support inquiries Install/Training success rating

Person Specification – Essential requirements unless stated

Education / Qualifications:

BS/MS in Engineering, Electronics, Applied or Experimental Physics, Material Science or equivalent practical experience 5+ years hands-on experience using and troubleshooting AFMs or similar high technology tools

Professional Skills/ Abilities:

Electronics and hardware troubleshooting skills, soldering skills Excellent time management skills Ability to work well with others on complex technical problems Excellent customer service skills Fluent in German and English language (spoken and written)

Personal Qualities:

Hard worker with devotion to success of the business Flexible attitude, open to unexpected alterations in day-to-day timelines Ability to communicate effectively with colleagues, management and customers in potentially high-pressure situations Willingness to travel worldwide at least 60% of the time

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