Installation and Maintenance
•Install and ensure the correct operation of assigned systems.
•Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results and system care.
•Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost effective time frame for Oxford Instruments and for the customer.
•Perform instrument verification in accordance with departmental policies and procedures.
•Assist in the promotion and sales of Oxford Instruments maintenance contracts and service products.
•Ensure that all resources allocated e.g. tools, test equipment are maintained in good condition.
Field Application Support
•Customer Job-To-Be-Done (JTBD) Understanding
•Application support for customer to help their JTBD
•Demo, training for customers to lift customer satisfaction
•Communicate with customers in a timely manner concerning the status of installation, repair and solutions to their application issues.
•To organize and present OI seminars, user-groups and workshops when required as determined by CS and Sales. To attend third-party seminars, user-groups and workshops when required.
•Promote a positive image of Oxford Instruments and CS in all communications with customers, microscope manufacturers and OEMs, whether in person, by telephone or in writing.
•Ensure that all visits are properly prepared and that the correct tools and parts are available to repair systems on the first visit wherever possible. This preparation should include liaison with microscope suppliers and OEMs where required to ensure that the equipment is on-site, all necessary services are available and the equipment can be worked upon.
•Advice customers on the availability of Oxford Instruments instrumentation related options, upgrades support contracts, and other service products. Ensure that the customer is kept up to date with latest product information.
•Initiate field service reports for each customer visit / repair in order to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty and customer / instrument history.
•Submit reports and information on recurring or potential problems.
•Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies and manuals.
•Co-operate and communicate with the company’s Sales department, agents and representatives.
•Be familiar with the Sales process and be prepared to assist with the promotion of OI products by participating in pre-sales demonstrations, seminars etc.
•Perform demonstration of equipment as well as other post sales support activities.
•Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
•Provide various technical reports such as “field installation / repair”, “incident review” and “corrective action requests” together with administration reports such as “time & expense” within the agreed standards.
•Support marketing / sales, furnishing leads for system sales, upgrades, support contracts and other market intelligence whilst in contact with the customer.
•Assist in knowledge transfer by training customers and other company employees when required.
•Maintain awareness of, and minimise where possible, the level of expense incurred in day to day support activities, both in terms of time involved and parts consumed.
•Perform work safely at all times, maintaining an up to date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
•Participate in training and development activities as required.
•Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the post, which might reasonably be required.
Main working relationships:
•Reports to the appropriate Customer Service Manager.
•Works closely with sales representatives and management.
•Works closely with customers.
•Works with local Field Engineers, Technical Support and Product Support Specialists to resolve technical problems.
•Liaise with spares logistic personnel to ensure availability of parts to cover both routine and emergency situations.
•Liaise with global support and management teams to facilitate transfer or knowledge for existing and new product lines.
In addition to the above described duties, the post holder may be requested to perform other related duties.
Education / Qualifications
•Relevant science degree essential, additional business qualification desirable.
Professional Skills/ Abilities
•Must have experience of working with SEM, TEM and FIBs
•Must have experience of dealing with customers in the field working with analytical instruments in a NanoTech environment in one or more of the following, test / repair / field service/applications
•Has held a similar position therefore understands the field support working environments.
•Language skills: English (spoken and written).
•PC knowledge, both hardware & software.
•Clean driving licence
•Ability to travel at short notice.
•No restrictions regarding overseas travel & length of stay.
•Self motivated and can work effectively with little supervision.
•Problem solver under pressure.
•Adaptable, able to flex to needs of customers, team and the business
•Builds long-term relationships based on trust and respect
•Proactive, self-starter, completes activities with minimal support. Initiates actions to develop new and better ways of working.
•Uses experiences to anticipate and manage events and has the resilience to remain on track, despite uncertainties. Supports others to do the same.
•Constructively challenges the way things are done and takes actions that improve personal and team outcomes.
•Customer focused, establishes and exploits good, mutually beneficial customer/distributor relationships. Adept at balancing OI and distributor demands in meeting the ultimate customers needs effectively
•"Can do" attitude – Decisive, able to work around issues to deliver performance
•Superior communication and interpersonal skills to engage with and manage through people.
•Organised, with solid administrative/reporting skills
•Full driving licence preferable
•Rounded in approach – sees bigger picture as well as own priorities and needs
•Must be prepared to travel extensively (like to be up to 60% of time)