Customer Support Engineer - NanoAnalysis

Oxford Instruments plc - United States3.4

Working closely with the world’s leading companies and universities, our technology is used to help scientists win Nobel prizes, astronomers detect neutron stars, and surgeons develop new treatments for cancer. We enable our customers to accelerate their R&D, increase productivity and make new scientific discoveries that underpin the shift to a greener economy, revolutions in materials and quantum technology, increased digital connectivity, and advances in medicine and healthcare.

Role Details

Business, Location:

Customer Service Engineer

Reports to:
National Service Manager, NanoAnalysis

Direct Reports

Exempt/ NonExempt


Exempt position

Primary Purpose:
To install, train and provide ongoing maintenance of complex spectrometer systems interfaced with Scanning and Transmission Electron Microscopes throughout North and South America. Establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer.

Key Responsibilities

Installation and Maintenance

Install, and ensure the operation of assigned systems and options to factory performance specifications.
Perform Basic “User Familiarization” Training at installations.

2. Ensure the customer is aware at all times of the correct method to obtain basic results, basic safety and system care.

3. 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 and for the customer.

4. Perform instrument verification in accordance with departmental policies and procedures.

5. Ensure that costs generated by actions undertaken are controlled.

6. Ensure that all resources allocated e.g. vehicle, tools, test equipment are maintained in good condition.

7. Understand and control available resources to achieve customer satisfaction (such as Product Managers)

Customer Contact:
1. 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.

2. Promote a positive image of Oxford Instruments in all communications, whether in person, by telephone or in writing.

Advise customers on the availability of Oxford instrumentation related options, upgrades and support contracts.Keep the customer up to date and satisfied.

Field Reporting:
1. Initiate Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems. Provide data for installations, warranty and customer/instrument history.

2. Submit in a timely manner all reports including but not limited to (Carfs, Installation, Service, Schedule, expenses) and information on recurring or potential problems.

3. Provide reports which include information, suggestions, recommendations and/or modifications to instrumentation, policies, manuals or concepts.

Sales Assist:
Work closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction. Generate additional reports as requested by sales.


1. Aability and willingness to travel overnight 70% of the time. 80% of work-related travel will be domestic, 20% international. A valid passport is required.

2. 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.

3. Support marketing/sales, furnishing leads for system sales, support contracts and other market intelligence whilst in contact with customers.

4. Assist in knowledge transfer by training customers on product operation when required. Assist in training other OI employees when required.

5. 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.

6. Perform work safely at all times, maintaining an up to date knowledge of Health & Safety requirements including radiation if applicable.

7. Participate in training and development activities as required.

8. Operate at all times 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.

Main working relationships:
1. Reports to the National Service Manager.

2. Works closely with sales representatives, technical support managers, administrative staff and management.

3. Works closely with customers.

4. Works with local Field Engineers, Technical Support and Product Support Specialists to resolve technical problems.

5. Liaisons with spares logistics personnel to ensure availability of parts in order to cover both routine and emergency situations.

Indicative Performance Measures

The individual should require the minimum of supervision and is subject to a flexible work pattern which will involve travel and/or working outside normal working hours when necessary. The employee is responsible for ensuring the efficient and cost effective use of his/her time.

Physical Demands

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 sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms. The employee is frequently required to stand, walk and talk or hear. The employee must occasionally lift and / or move up to 100 pounds with assistance. Specific vision abilities required by this job include close vision and ability to adjust focus.

The job will require travel by car or air within the territory of the Americas. With occasional travel for training outside the Americas.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Noise in the environment is usually moderate.

Person Specification – Essential requirements unless stated

Education / Qualifications

(Professional / Management)

Three to six years related experience and/or training; or equivalent combination of education and experience. Specific Experience with Scanning Electron Microscopy X-ray Microanalysis and PC-based instrumentation

Minimum 2 Year Microscopy or Materials Science degrees or equivalent experience. Alternative 4 Year Degree in Electrical / Electronic Engineering or

Professional Skills/ Abilities:
Excels with working within a Windows environment and familiar with Microsoft office.

Business Sector

Understanding of inter-business communication, developing of 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.

Customer Focus

Has an appreciation of the requirements of internal and external customers. Establishes good customer relationships. Has a strong customer orientation.

Management and organization

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.
Problem solving and decision making
Relates data from different sources to reach logical conclusions.
Recognizes and acts within the limits of own delegated authority.
Reaches decisions in an objective manner with an understanding of the interests of the business.

Customer exposure:
Has an appreciation of the requirements of internal and external customers. Establishes good customer relationships. Has a strong customer orientation.

What role is the appropriate person likely to be carrying out at present?

Field Service Engineer


Customer Service Engineer