Customer Support Engineer - Boston, MA or New England area

About Oxford Instruments:
Our purpose is to accelerate the breakthroughs that create a brighter future for our world. Our technology and scientific expertise enable our customers to discover and bring to market exciting new advances that drive human progress. We aim to be the scientific instrumentation partner in every significant lab and production facility across the world.

Our people and culture are vital to our success. We strive to offer the opportunities that will attract, engage, motivate and develop the very best talent.  This involves creating an inclusive environment and culture where difference is valued and people are recognised for what they deliver and bring to the team.

We are part of the wider Oxford Instruments Group that also includes Andor Technology, Materials Analysis, 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.

We want to empower our employees so that they innovate, support our growth and improve our productivity. We support them to make the right decisions and reach their full potential as they develop their careers at OI. Our ways of working are lived every day and are as follows:

• We start with the customer
• We succeed by being focused
• We make and keep our promises
• We work together as one team
• We help and trust each other to succeed

Oxford Instruments is looking to add a Microscopy Product Support and Installation Engineer to join the Andor team!

About the Opportunity:

The Microscopy Product Support and Installation Engineer (MPSIE) is critical to ensuring we offer excellent customer experiences, a key strategic imperative for our business. You will communicate with customers concerning the status of repair and or safety issues arising from work on their system, ensure customer satisfaction by establishing a time based escalation procedure, advise on the availability of Oxford instrumentation related options, upgrades and support contracts, keep customers up to date and promote a positive image of Oxford Instruments in all communications.  This role works closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction. The MPSIE will 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 and will support marketing/sales, furnishing leads for system sales, support contracts and other market intelligence whilst in contact with customers.

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.
• Provide technical support to customers via phone, email, and remote session (Teamviewer).
• Understand and control available resources to achieve customer satisfaction (such as Product Managers)
• 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 (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.

About YOU:

The right candidate will have a degree in a Science or Engineering discipline or 3 years suitable experience servicing and installing Microscopy Systems Microscopy Instrumentation experience and/or Life Science experience; excels with working within a Windows environment and familiar with Microsoft office and Computer hardware; asound background in ERP systems, CRM, and Microsoft Suite of products, ability to perform multiple tasks simultaneously, willing to travel 75% of the time, with occassional overnight, weekend, and international travel; and experience conducting customer training on complex technical systems. 

The ideal location for this position is in Boston, MA or  surrounding New England area (Maine, New Hampshire, Vermont, Rhode Island, and Connecticut)

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 12 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 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.

#LI-EB1

#LI-YA1