OverviewMaterials Analysis is an Oxford Instruments Business Unit that manages our Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the wider 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 our customers to address the greatest challenges of the 21st century.

RoleTechnical Support Specialist – EBSD/EDS

to join our technical support team in High Wycombe. In this role you will be required to provide expert-level technical support and training across our EDS/EBSD and Nanomanipulator product lines. This role involves acting as the primary technical and applications resource for customers, field support engineers, and distributors. You\''ll travel internationally to deliver onsite support for complex technical escalations and specialised training sessions. The ideal candidate will be highly self-motivated, possess exceptional problem-solving capabilities, and be ready to contribute to our global technical support helpdesk.

LocationWe are based in High Wycombe (Cressex) and have hybrid working, which is 3 days in the office, with 2 days at home. Our working week is 37 hours, with flexible working hours and 12:30 Friday finishes.

What’s in it for youWellbeing

Annual leave: 25 days plus bank holidays and the option to purchase up to 12 weeks more

Employee Assistance Programme; including 24/7 telephone support, access to counselling, financial and debt management and access to trained legal advisors

Private health insurance, dental insurance and life assurance

Money and lifestyle

MyDiscounts; save money with a number of leading retailers

Car salary exchange scheme: sacrifice part of your salary in exchange for a fully serviced, comprehensive insured electric or hybrid vehicle

TechScheme and CycleScheme: Purchase a bike and/or Tech or home goods from Currys/IKEA and spread the cost over 12 months

Pension; all employees are eligible to join the Group Pension Plan administered by AVIVA

Share incentive plan: Invest in your future and share in the success of the company by joining the share incentive plan

Development

Encouragement and support to achieve professional and/or academic qualifications to support your development and growth

Defined career paths and regular reviews

This role would be ideal for you if…

Have a Science Degree/PhD preferably in Electronics, Physics, Materials Science, Metallurgy, or Chemistry

Have knowledge within the microanalysis field in particular WDS/EDS/NanoManipulators/EBSD would be preferred

Are experienced in running TEM/SEM/probe and FIB would be an ideal

Thrive delivering exceptional customer service and solving complex problems

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. Accept customer telephone calls, log problems, attempt to resolve problems over the telephone and by using remote control techniques

Receive all initial calls in a positive, helpful and constructive manner and communicate with the 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 the “knowledge centred support” methodology

Follow up with customers to ensure smooth equipment operation, including participation in surveys relating to CS and product performance

Input into new product development (NPI), ensuring that both 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

Liaising with development groups in the writing and testing of installation procedures for new or updated equipment

Proactively manage EoL via tech 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 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

Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with the local global offices to ensure stock levels are appropriate

Next stepsIf you’d like to learn more before applying, or have any questions please contact abby.gelder@oxinst.com. Applicants will be reviewed as quickly as possible, with successful applicants being invited to a Teams call to learn more about the role.

Equal opportunities and reasonable adjustmentsOxford Instruments is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Oxford Instruments is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. Please get in touch if you require any reasonable adjustments within the interview process.

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