Customer Support Engineer at Oxford Instruments Plc in Concord, MA

Save or bookmark jobs as you go and access them anytime later with your account.

Contacts

Description

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. At Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.

 

 

 

 

Role Details

 

Business, Location:

 

Oxford Instruments Plasma Technology, Multiple Locations

Role:

 

Customer Support Engineer

Reports to:

 

Customer Support Manager USA

Direct Reports:

 

None

Primary Purpose:

 

Our mission in Plasma Technology is to lead the market in solutions (processes, products and service) for:

  1. research into semiconductor device and advanced fabrication and
  2. specialized semiconductor device production.

 

A critical part of our business success is the growth we are driving in our Service business through excellent customer experiences.  The role holder will contribute to this by providing provide technical support to our customers, primarily at the customer sites.  They will ensure their customers equipment is fully functional. This will involve regular extensive travel around the USA and periodically to England for professional development.

 

Key Responsibilities

  1. Carry out the commissioning of equipment including operational and maintenance training requirements
  2. Respond to emergency breakdowns for any warranty and service contract work.
  3. Provide a visit report for each customer visit, detailing work completed, outstanding issues, time spent on site, travelling and help to ensure that all chargeable work is invoiced to the customer promptly.
  4. Authorise system ‘buy-off’ prior to shipment either with or in the absence of the customer.
  5. Liaise with technical support and systems engineering on any potential or actual system problems.
  6. Share key learning with the Customer Services Manager to ensure colleagues benefit
  7. Participate in professional and technical development training
  8. Liaise with Sales Team to provide useful background information.
  9. Help to maintain an accurate record of the status of systems, timing of warranty, parts supplied and service contracts.
  10. Provide detailed and accurate record of expense incurred on behalf of the Company.
  11. Carry out any other tasks that may be reasonably requested by Plasma.
  12. Take responsibility for your health and safety and for that of others who may be affected by your actions and behaviour.
  13. Comply with Plasma’s and customers arrangements for health, safety and environmental protection.
  14. Contribute to the continuous improvement of our processes to improve the experience of customers and colleagues.

 

Indicative Performance Measures

  • Customer satisfaction indicators, system down time.

 

Person Specification – Essential requirements unless stated

 

 

Education / Qualifications:

 

  • Formal relevant qualification, i.e. electronics based
  • Substantial relevant experience and training.
  • Fluent English speaker.

Preferred but not essential:

  • HNC or other professional qualifications.
  • Combined mechanical and electrical skills/qualifications.

 

 

Professional Skills/ Abilities:

 

 

  • Have logical fault-finding skills
  • Effective relationship building skills
  • Be prepared to travel worldwide
  • Able to work on own initiative
  • Clear, confident communicator
  • Able to prioritise multiple tasks
  • Ability to interpret Electrical and Mechanical drawings
  • Good PC / PLC experience preferred
  • Experience of Semi-Conductor or closely related high-Tech Electronic industry.

Preferred (But not necessary):

  • Used to working in a clean room environment
  • Service background
  • Vacuum Experience.

 

Personal Qualities:

 

 

  • Customer focused
  • Flexible, co-operative and willing
  • Takes Accountability
  • Willingness to travel
  • Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
  • Takes responsibility for his/her own work and seek ways to continually improve the level of customer satisfaction, internally and externally.

 

 

 

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.

Similar Jobs

See All »

Other Jobs at Oxford Instruments Plc

See All »