MR Customer Support Engineer - Southeast

About Us

Oxford Instruments plc is a leading provider of high technology products and services to the world's leading industrial companies and scientific research communities. Our core purpose is to support our customers to address some of the world's most pressing challenges, enabling a greener economy, increased connectivity, improved health and leaps in scientific understanding. We are proud to be recognised as the leaders in what we do and for the difference we make in the world. This is an exciting time to join our growing team!

How we work

We’re committed to being the leading provider of high-tech products and services for the world’s most important industrial and scientific research communities. Our people are vital to our success. We strive to offer the opportunities that will attract, motivate and retain the very best talent in our sector. This involves creating an inclusive environment and culture, where difference is valued and people are recognized for what they deliver and bring to the team.

Empowering People to Make a Difference

We don’t wait for change to happen. We enable it. That’s why we aim to create the best working environment and culture for our people to thrive. We share the same goals and value diversity of thought, perspective and experience. With a focus on the ongoing development, engagement and wellbeing of our people, we know we will continue to exceed customer expectations and drive change for the future.

About the Opportunity:

We have an exciting opportunity for a Customer Service Engineer (CSE) to join a team of innovative and dedicated professionals. The CSE will install and provide ongoing maintenance of complex Electrical / Electronic / Electro-mechanical and computer-controlled systems; establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer; ensure the operation of assigned systems options to factory performance specification; perform instrument verification in accordance with departmental policies and procedures, and initiate Field Service Reports for each customer visit/repair to document instrumental and/or customer problems and the resolution of those problems.  Provide data for installations, warranty, and customer/instrument history.

Additional Responsibilities:

Work closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction.
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, support contracts and other market intelligence whilst in contact with customers.
Assist in knowledge transfer by training customers on basic operation of the product when required.
Maintain awareness of, and minimize 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 including radiation if applicable.
Participate in training and development activities as required.
Always operate in accordance with health & safety at work legislation.
Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the post, which might reasonably be required.
Communicate with customers concerning the status of repair and or safety issues arising from work on their system, in a timely manner.
Ensure customer dissatisfaction does not occur by establishing a time-based escalation procedure.
Advise customers on the availability of Oxford instrumentation-related options, upgrades and support contracts.  Keep the customer up to date and satisfied.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand and use hands to finger, handle, or feel.  The employee is occasionally required to walk; sit; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds with assistance.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

About the Candidate:

The right candidate for this position will have a Minimum of one to three years related experience and/or training; or equivalent combination of education and experience; 4 Year Degree in Electrical / Electronic Engineering or Equivalent Experience; excels with working within a Windows environment and familiar with Microsoft office.

Additional Qualifications:

Experience with Installation and PM of Magnets Ranging from (2-60) Mhz low field NMR.
Basic Troubeshooting of electronics and simple X,YZ Robots handlers.
Use of a DVM and O'scope
Experience providing Technical Support/Feedback to Support team on Repairs, customer experience issues
Understanding of interbusiness communication, developing relationships with colleagues.
Understands their own impact on other related activities.
Identifies where improvements can be made to processes.  Uses past experiences, both positive and negative, as a learning tool.
Has an appreciation of the requirements of internal and external customers.  Establishes good customer relationships.  Has a strong customer orientation.
Uses communication skills effectively in one-to-one. Listens actively and respects the views of others even if they are not agreed with.  Ability to listen objectively.
Plans in order to meet own objectives. Puts in place monitoring processes and makes appropriate adjustments when progress is not as planned or when requirements change. Plans own time to maximum effect. High level of personal organization.
Oxford Instruments Perks and benefits:

Generous benefit packages - We offer our employees competitive health insurance options, including Medical, Dental, and
Vision plans.
Our 401k program has options for saving both pre- and post-tax dollars for retirement.
Paid Time Off (PTO) Work-life balance is a key part of our company culture here at OI, and we know that our employees do their best work when they can take the time they need to rest and recharge. Employees start with 4 weeks of PTO which is accrued each pay period.
Holidays - We recognize 12 holidays this year
In addition to all the standard PTO options, OI proudly offers a generous and progressive paid family leave policy.
Professional Development - OI supports you and your professional development with $5,250 available in annual tuition reimbursement after 6 months of service.

Oxford Instruments requires all employees to be fully vaccinated by their first day of work. The Company will consider requests for medical or religious accommodation as required by law.

Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time for this position.

Oxford Instruments Company is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, national origin, disability or protected veteran status. EOE/M/F/D/V

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

Note to recruitment agencies: Oxford Instruments does not accept agency CV’s. Please do not forward details to our jobs alias, Oxford Instruments employees or any other company location. Oxford Instruments is not responsible for any fees related to unsolicited CV’s.