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Customer Support Engineer - Multiple Locations

Date:  May 11, 2022

Chicago, IL, US Concord, MA, US

Job Function:  Operations
Business Unit:  Plasma Technology

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.


Oxford Instruments is searching for a Customer Service Engineer - Plasma 


About the Opportunity:  We have an exciting opportunity for a Customer Service Engineer to join a team of innovative and dedicated professional.  The CSE will install, train and provide ongoing maintenance of complex systems throughout North and South America and establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer.


We have multuple location options across the US:   (NH/RI/CT/NJ/MA/Tri-State Area) ( Texas-Dallas, Houston, Austin)( Chicago IL, Minnesota)  (DC, Maryland, West Virginia )


Key Responsibilities

  • Install, and ensure the operation of assigned systems and options to factory performance specifications.
  • Perform Basic “User Familiarization” Training at installations.
  • Ensure the customer is aware at all times of the correct method to obtain basic results, basic safety and system care.
  • 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.
  •  Perform instrument verification in accordance with departmental policies and procedures.
  •  Ensure that costs generated by actions undertaken are controlled.
  • Ensure that all resources allocated e.g. vehicle, tools, test equipment are maintained in good condition.
  • Understand and control available resources to achieve customer satisfaction (such as Product Managers)
  • 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.
  • 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.
  • 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.
  • Submit in a timely manner all reports including but not limited to (Carfs, Installation, Service, Schedule, expenses) and information on recurring or potential problems.
  •  Provide reports which include information, suggestions, recommendations and/or modifications to instrumentation, policies, manuals or concepts.
  • 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.


The right canidate will meet the following criteria

  • Three to six years related experience and/or training; or equivalent combination of education and experience. 
  • Experience with troubleshooting and repair of etch/deposition/Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs, etc.
  • The individual should work independently, is accountable for meeting their own obejectives, and is subject to a flexible work pattern which will involve travel and/or working outside normal working hours when necessary.  
  • Excels with working within a Windows environment and familiar with Microsoft office.
  • A sound background in ERP systems, CRM, and Microsoft Suite of products
  • Ability to perform multiple tasks simultaneously and manage associated stress
  • 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.


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 11 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.


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


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.





Oxford Instruments is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, 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, its services, programs, and activities. To request reasonable accommodation, please contact Human Resources,, 978-405-1119


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.

Nearest Major Market: Chicago