Technical Support Specialist

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At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.

Role Details: Business, Location: Wiesbaden, Germany or remote Role: Technical Support Specialist, EMEAI Reports to: Technical Support Manager, EMEAI Reports: none Primary Purpose:
To provide Technical and Applications Support and additionally Training for initially NanoAnalysis but extending across the Oxford Instruments Product Portfolio to EMEAI customers, acting as first line contact to customers and Oxford and Distributor field service engineers. Travelling regionally as required to customers, OEM’s, distributors and subsidiary sites to provide onsite support for critical technical escalations and training. The role requires self-motivation and excellent problem-solving abilities. Time on customer site domestic/international is < 25%. The successful candidate will be required to take their share of delivering technical support by staffing the regional technical support helpdesk.

Key Responsibilities:
High level onsite technical support for critical customer escalations and first-time installations of new products. Act as a primary technical support contact for the product range. Accepting customer telephone calls, logging problems, attempting to resolve problems over the telephone and by using remote control techniques. (Both PC control and Augmented Reality) Take ownership of customer problems and liaise with internal departments to resolve issues, escalating issues to the technical support manager as required. Own the customer issue and be responsible for updating both the customer on the status of the issue and liaising with other Oxford teams to ensure a solution is delivered in a timely manner and according to any pre-set SLAs. Receiving all initial calls in a positive, helpful and constructive manner. Support field engineers and distributors when they at the customer site with technical and training queries. Provide face to face and remote training for Engineers and Customers as required. Roll out training products to customers, engineers and distributors. Promotion and delivery of onsite consultancy and training services. Prepare troubleshooting guidelines/FAQs/digital support products for engineers and customers. Develop and maintain records of problems and solutions using “knowledge centred support” methodology. (KCS). Promote use of SAP FSM amongst OI service engineers. Assist other engineers in use and application of SAP FSM Follow up with customers to ensure smooth equipment operation and solution delivery, including participation in surveys relating to OI Service and product performance. Proactively manage EoL via tech support and onsite service channels. Promote a positive image of Oxford Instruments NanoAnalysis / Customer Support in all communications, whether in person, by telephone or written. Identify commercial opportunities by advising customer on availability of instrumentation related options, upgrades and support contracts to keep the customer up to date and satisfied and optimise service revenue streams. Log opportunities into Service CRM funnel and ensure proper handover to service sales manager. Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with the local regional office to ensure stock levels are appropriate.

Indicative Performance Measures
First time install levels. Mean time to call resolution. Training feedback evaluation. Customer feedback. Growth in delivery of the various aspects of the service portfolio. First time fix rate Person Specification – Essential requirements unless stated
Education / Qualifications: Science Degree Batchelors or higher preferably in Electronics, Physics, Materials Science, Metallurgy, or Chemistry. Professional Skills/ Abilities: Experience of running NanoAnalysis and one of the other Oxford Instruments techniques would be an advantage. A fluent or native in German and English, another language (such as French and/or Spanish) is a plus. A sound understanding of electronics and PC set up is essential. Personal Qualities: The Individual should require the minimum of supervision. The post holder is responsible for ensuring the efficient and cost-effective use of their time. Competent and effective communicator to customers. Ability to work unsupervised and to tight deadlines. Ability to effectively and professionally interact with customers at all levels.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.

Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.