Customer Support Engineer


Position Requirements:


·         Minimum 3 year technical degree/diploma in mechanical, electrical or related discipline.

·        More than 2 years working experience in the scientific instrumentation industry, Service experience with XRF and/or OES technology is preferred.

·        Proven strong technical competencies in the repair and troubleshooting of analytical instruments.

·        Sufficient experience in setting up repair procedures and well versed with handling of high end service tools and equipment

·        Up to 90% travel.

·        Customer focused and open-minded

·        Must be very good in communication

·        High levels of energy and drive.

·        Used to following basic logical and technical processes to resolve the service calls within shortest possible time.

·        Able to work autonomously, but get along well with other staff

Key Responsibilities:

  • Perform maintenance, repair and troubleshooting on Oxford Instruments Industrial Analysis product line in service depot.
  • Perform on-site installations on Oxford Instruments Industrial Analysis product line.
  • Provide on-site trainings to end users on the proper operation of systems, basic analytical results and system care.
  • Render system upgrades, routine functionality checks, and recertification in accordance to departmental pre-established standard operating procedures and policies.
  • Ensure that all resources allocated i.e. tools, test equipments are maintained in good condition.
  • Promote service offerings, for example, Service contract, PM, parts/consumables etc…

Customer Contact:

  • Communicate with customers promptly in regard to status of installation or repair of their instruments.
  • Promote a positive and professional image of Oxford Instruments while interacting with customers.
  • Work closely with key accounts to promote service contracts sale and renewals.
  • Ensure proper planning of customer visits, where all necessary tools, service spares are available to complete the job on one visit.

Field Reporting:

  • Facilitate field service reports for each customer visit, documenting equipment and/or customer issues and corrective action(s) taken or planned (with defined timeline) to rectify the problems.
  • Provide installation reports, updated customer information, equipment warranty status and service history.


  • Maintain and develop knowledge of assigned products, common applications and attend appropriate training where necessary.
  • Support OI IA Sales/Marketing in furnishing new instrument sale opportunities, existing system upgrades, service support contracts and other market intelligence whilst in contact with customers.
  • Assist in knowledge transfer by training customers and company employees when required.
  • Maintain awareness of, and minimize where possible, the expenses incurred in day to day support activities, both in terms of time and spares consumption.
  • Ensure all work is carried out safely, and comply with health and safety at work regulations.
  • Participate in training and development activities as required.
  • Undertake other duties and projects as assigned by direct supervisor and/or management.

Main Working Relationships:

  • Reports to Field service supervisor.
  • Works closely with customers, inside service team and sales representatives.
  • Works closely with Customer Support Engineers, Technical Support and Product Support Specialists to resolve technical problems.
  • Liaises with spares logistics personnel to ensure availability of accessories and consumables needed for routine system maintenance, as well as service spares for emergency repairs.




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