Job Description

At Oxford Instruments, we enable the world\xe2\x80\x99s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. Our customers use our NanoScience ultra-low temperature and high magnetic field environments to go beyond what was once thought possible, whether that\xe2\x80\x99s creating Nobel Prize winning materials or developing quantum computers to solve the world\xe2\x80\x99s most complex problems.

Primary Purpose:
To test, install, maintain and service OI products providing the highest standards to our customers
To build and maintain excellent customer relations demonstrating a world class service and solution provider
To feedback improvements and enhancements based on customer needs and aspirations and to improve product quality

Key Responsibilities

• Install, Maintain and Service OINS products on time and to a highest standard to our customers.
• Provide Service cover for domestic, Asia Pacific region and other areas as required.
• Perform Risk assessment, pre-install and service visit planning, ensuring all resources and information are available.
• Ensure performance criteria of each install or service visit is understood (factory acceptance & operation)
• Establish key relations and communication with customers from test to installation to maintenance.
• Provide high standard of customer service in responding to issues and reporting using internal systems CRM
• Provide remote support as and when possible or required.
• Perform Customer Training for system operations and be a trusted customer advisor.
• Maintain proactive customer contact in respect of customer visits, timeframes, and shipment dates.
• Deliver customer service in line with service contract agreements, escalating where necessary.
• Enhance customer service provision and Service Revenue through Service Contract Sales
• Establish excellent internal relationships with Engineers, Test and Technical Support to ensure timely resolution to customer issues.
• Identify and implement best practice installation and service protocols, ensuring information is shared and implemented across the team.
• Input into test procedures, product performance assessments and product assembly
• Commit to continuing personal development and developing your understanding of the OINS customer base, products and methods for service and installation.
• Carry out any other tasks that may be reasonably required by the Company.
• Work closely with Sales Manager, Asia/Pacific and Principal Service Engineer Asia to drive the establishment of regional SOP for service activities, as well as identify the infrastructure need primarily the regional stock for maintaining reasonable service level agreement.

Indicative Performance Measures

• Customer & Install Report Quality
• Customer feedback & training
• On time installation & Service Visits
• CI, Quality & Work Processes
• Expense Management & Return

Education / Qualifications:

• University Degree in a relevant discipline such as Cryogenics, ULT, Engineering

Or strongly skilled personnel in instrumentation industry with track record

Professional Skills/ Abilities:

• Knowledge and understanding of large scale instrumentation:
• It\xe2\x80\x99s preferred to have knowledge of Cryogenics, Vacuum, Closed circuit gas systems, superconducting magnets, power supply & temperature control and ULT systems
• Able to plan time effectively and work under own guidance and initiative
• Able to test, diagnose and problem solve system failures or issues under pressure
• Record, present and maintain technical product performance information
• 3/5 years experience in a similar role

Personal Qualities:

• Communication - Effective communication with all members of the team
• Teamwork - Works well as part of a team and provides support to others when necessary
• Cultural Awareness - Aware that other cultures have different interaction styles and respond positively
• Emotional Intelligence - Desire to improve self professionally
• Engagement - Is committed, flexible and has a positive attitude to work
• Decision Making - Able to analyse a situation and know when a decision is required
• Innovation - Is creative and proactive
• Customer and Markets - Customer focussed

Please note that for this position, only candidates that do not require visa sponsorship will be considered.

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 #LI-NA1

Oxford Instruments Plc