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Microscopy Product Support and Installation Engineer

Date:  Aug 3, 2022
Location: 

Chicago, IL, US Remote, US

Job Function:  Technical
Business Unit:  Andor 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 looking to add a Microscopy Product Support and Installation Engineer to join the Andor team!

 

About Us

Oxford Instruments plc is a leading provider of high technology products and services to the world's leading industrial companies and scientific research communities. Our core purpose is to support our customers to address some of the world's most pressing challenges, enabling a greener economy, increased connectivity, improved health and leaps in scientific understanding. We are proud to be recognised as the leaders in what we do and for the difference we make in the world. This is an exciting time to come join us!

 

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 experienc; 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 80% of the time and must be flexible with travel including nights, weekends, and international as needed.; and experience conducting customer training on complex technical systems.

 

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.

 

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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, ConcordHR.HelpDesk@oxinst.com, 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