X-Ray Technology
Customer Support and Service Engineer - nanoindenters
X-Ray Technology, Concord, Massachusetts, us, 01742
Job Overview
Materials Analysis is an Oxford Instruments Business Unit that manages Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X‑Ray Technology. With a sixty‑year history and fourteen Queen’s Awards for Enterprise, our world‑class products and technologies are helping customers to address the greatest challenges of the 21st century. Responsibilities
High‑level onsite technical support for critical customer escalations and first‑time installations of new products. Primary technical support contact for the product range: accept customer telephone calls, log problems and attempt to resolve problems over the telephone and by remote control techniques. Respond to initial calls in a positive, helpful and constructive manner and communicate with customers in a timely manner concerning the status of problems to ensure customer dissatisfaction does not occur. Support field engineers and distributors when they are at the customer site with technical and training queries. Provide face‑to‑face and remote training for engineers and customers. Develop and roll out training products to customers, engineers and distributors. Promotion and delivery of onsite consultancy and training services. Take ownership of customer problems and liaise with internal departments to resolve issues, escalating issues to the technical support manager as required. Prepare troubleshooting guidelines/digital support products for engineers and customers. Develop and maintain records of problems and solutions using knowledge‑centred support methodology. Follow up with customers to ensure smooth equipment operation, including participation in surveys relating to customer support and product performance. Input into new product development (NPI), ensuring that current and future needs of the support organisation are fully considered in new product design. Produce product release materials to ensure the global team are up to speed with new products as they are released, and the appropriate support policies are written and published. Liaise with development groups in the writing and testing of installation procedures for new or updated equipment. Proactively manage end‑of‑life via technical support and onsite service channels. Promote a positive image of Oxford Instruments Materials Analysis Customer Support in all communications, whether in person, by telephone or written. Advise customers on availability of instrumentation related options, upgrades and support contracts to keep customers up to date and satisfied and optimise service revenue streams. Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with local global offices to ensure stock levels are appropriate. Qualifications
Science Degree or PhD preferably in Electronics, Physics, Materials Science, Metallurgy or Mechanical Engineering. Extensive knowledge in materials science field, in particular metals, and solid understanding of mechanical test principles would be preferred. Experience operating nanoindentation instruments and/or performing mechanical characterization of materials at the micro‑ and nanoscale would be ideal. Additional language would be an advantage. A sound understanding of electronics and PC set‑up is essential. Location
Our nanoindenter team are based in Buchs, Zurich; this is an onsite based role. Next steps
Please submit your CV and covering letter, highlighting your relevant experience. Applications are to be submitted in English. Shortlisted candidates will be contacted for an initial exploratory call. If you would like any additional info, please email abby.gelder@oxinst.com. Applications are not accepted via email.
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Materials Analysis is an Oxford Instruments Business Unit that manages Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X‑Ray Technology. With a sixty‑year history and fourteen Queen’s Awards for Enterprise, our world‑class products and technologies are helping customers to address the greatest challenges of the 21st century. Responsibilities
High‑level onsite technical support for critical customer escalations and first‑time installations of new products. Primary technical support contact for the product range: accept customer telephone calls, log problems and attempt to resolve problems over the telephone and by remote control techniques. Respond to initial calls in a positive, helpful and constructive manner and communicate with customers in a timely manner concerning the status of problems to ensure customer dissatisfaction does not occur. Support field engineers and distributors when they are at the customer site with technical and training queries. Provide face‑to‑face and remote training for engineers and customers. Develop and roll out training products to customers, engineers and distributors. Promotion and delivery of onsite consultancy and training services. Take ownership of customer problems and liaise with internal departments to resolve issues, escalating issues to the technical support manager as required. Prepare troubleshooting guidelines/digital support products for engineers and customers. Develop and maintain records of problems and solutions using knowledge‑centred support methodology. Follow up with customers to ensure smooth equipment operation, including participation in surveys relating to customer support and product performance. Input into new product development (NPI), ensuring that current and future needs of the support organisation are fully considered in new product design. Produce product release materials to ensure the global team are up to speed with new products as they are released, and the appropriate support policies are written and published. Liaise with development groups in the writing and testing of installation procedures for new or updated equipment. Proactively manage end‑of‑life via technical support and onsite service channels. Promote a positive image of Oxford Instruments Materials Analysis Customer Support in all communications, whether in person, by telephone or written. Advise customers on availability of instrumentation related options, upgrades and support contracts to keep customers up to date and satisfied and optimise service revenue streams. Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with local global offices to ensure stock levels are appropriate. Qualifications
Science Degree or PhD preferably in Electronics, Physics, Materials Science, Metallurgy or Mechanical Engineering. Extensive knowledge in materials science field, in particular metals, and solid understanding of mechanical test principles would be preferred. Experience operating nanoindentation instruments and/or performing mechanical characterization of materials at the micro‑ and nanoscale would be ideal. Additional language would be an advantage. A sound understanding of electronics and PC set‑up is essential. Location
Our nanoindenter team are based in Buchs, Zurich; this is an onsite based role. Next steps
Please submit your CV and covering letter, highlighting your relevant experience. Applications are to be submitted in English. Shortlisted candidates will be contacted for an initial exploratory call. If you would like any additional info, please email abby.gelder@oxinst.com. Applications are not accepted via email.
#J-18808-Ljbffr