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Primary Purpose:
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To install, provide on-going maintenance and Customer training, on all Nano Analysis products particularly Raman Microscopy, Atomic Force Microsopy, EDS, EBSD, Nano Indentation products and Nanomanipulator in Thailand and S.E Asia if required. To establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude.
To support the achievement of customer support revenue (support contract and spares)
To identify and develop influential relationships with significant current and potential customers to fully understand their needs, using this to facilitate both increased sales of current products and contribute to development of future products.
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Key Responsibilities:
Installation and Maintenance
- Install and ensure the correct operation of assigned systems.
- Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results 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 Instruments and for the customer.
- Perform instrument verification in accordance with departmental policies and procedures.
- Assist in the promotion and sales of Oxford Instruments maintenance contracts and service products.
- Ensure that all resources allocated e.g. tools, test equipment are maintained in good condition.
Field Application Assist
- Co-operate and communicate with the company’s Sales department, agents and representatives.
- Be familiar with the Sales process and be prepared to assist with the promotion of OI products by participating in pre-sales demonstrations, seminars etc.
- Maintain good customer and OEM relationships, providing regular contact and developing self as technical “go to person” within the industry and always projecting a professional and competent image of Oxford Instruments and its products
- Perform demonstration of equipment as well as other post-sales support activities.
- Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required.
Customer Contact
- Communicate with customers in a timely manner concerning the status of installation, repair and solutions to their application issues.
- To organize and present OI seminars, user-groups and workshops when required as determined by CS and Sales. To attend third-party seminars, user-groups and workshops when required.
- Promote a positive image of Oxford Instruments and CS in all communications with customers, microscope manufacturers and OEMs, whether in person, by telephone or in writing.
- Ensure that all visits are properly prepared and that the correct tools and parts are available to repair systems on the first visit wherever possible. This preparation should include liaison with microscope suppliers and OEMs where required to ensure that the equipment is on-site, all necessary services are available, and the equipment can be worked upon.
- Advice customers on the availability of Oxford Instruments instrumentation related options, upgrades support contracts, and other service products. Ensure that the customer is kept up to date with latest product information.
Field Reporting
- Initiate field service reports for each customer visit / repair in order to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty and customer / instrument history.
- Submit reports and information on recurring or potential problems.
- Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies and manuals.
General
- Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
- 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.
- Support marketing / sales, furnishing leads for system sales, upgrades, support contracts and other market intelligence whilst in contact with the customer.
- Assist in knowledge transfer by training customers and other company employees when required.
- Maintain awareness of, and minimise where possible, the level of expense incurred in day to day support activities, both in terms of time involved and parts consumed.
- Always perform work safely, maintaining an up to date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
- Participate in training and development activities as required.
- Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the post, which might reasonably be required.
Main working relationships:
- Reports to the appropriate Customer Service Manager.
- Works closely with sales representatives and management.
- Works closely with customers.
- Works with local Field Engineers, Technical Support and Product Support Specialists to resolve technical problems.
- Liaise with spares logistic personnel to ensure availability of parts to cover both routine and emergency situations.
- Liaise with global support and management teams to facilitate transfer or knowledge for existing and new product lines.
In addition to the above-described duties, the post holder may be requested to perform other related duties.
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