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Customer Support Engineer - Plasma (NOCA)

Date:  Apr 2, 2021

Scotts Valley, CA, US

Job Function:  Technical
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 Plasma Technology is a leading provider of etch & deposition processing equipment & solutions. Plasma technology is used in the fabrication of most semiconductor devices created today across a wide range of industries. It is able to provide unique solutions for the creation and manipulation of matter with atomic-scale accuracy.


Our mission in Plasma Technology is to lead the market in solutions (processes, products and service) for:

  1. research into semiconductor device and advanced fabrication and
  2. specialized semiconductor device production.

Role Details


Business, Location:


Oxford Instruments Plasma Technology, NOCA



Customer Support Engineer

Reports to:


Customer Support Manager USA

Direct Reports:



Primary Purpose:


Our mission in Plasma Technology is to lead the market in solutions (processes, products and service) for:

  1. research into semiconductor device and advanced fabrication and
  2. specialized semiconductor device production.


A critical part of our business success is the growth we are driving in our Service business through excellent customer experiences.  The role holder will contribute to this by providing provide technical support to our customers, primarily at the customer sites.  They will ensure their customers equipment is fully functional. This will involve regular extensive travel around the USA and periodically to England for professional development.


Key Responsibilities

  1. Carry out the commissioning of equipment including operational and maintenance training requirements
  2. Respond to emergency breakdowns for any warranty and service contract work.
  3. Provide a visit report for each customer visit, detailing work completed, outstanding issues, time spent on site, travelling and help to ensure that all chargeable work is invoiced to the customer promptly.
  4. Authorise system ‘buy-off’ prior to shipment either with or in the absence of the customer.
  5. Liaise with technical support and systems engineering on any potential or actual system problems.
  6. Share key learning with the Customer Services Manager to ensure colleagues benefit
  7. Participate in professional and technical development training
  8. Liaise with Sales Team to provide useful background information.
  9. Help to maintain an accurate record of the status of systems, timing of warranty, parts supplied and service contracts.
  10. Provide detailed and accurate record of expense incurred on behalf of the Company.
  11. Carry out any other tasks that may be reasonably requested by Plasma.
  12. Take responsibility for your health and safety and for that of others who may be affected by your actions and behaviour.
  13. Comply with Plasma’s and customers arrangements for health, safety and environmental protection.
  14. Contribute to the continuous improvement of our processes to improve the experience of customers and colleagues.


Indicative Performance Measures

  • Customer satisfaction indicators, system down time.


Person Specification – Essential requirements unless stated



Education / Qualifications:


  • Formal relevant qualification, i.e. electronics based
  • Substantial relevant experience and training.
  • Fluent English speaker.

Preferred but not essential:

  • HNC or other professional qualifications.
  • Combined mechanical and electrical skills/qualifications.



Professional Skills/ Abilities:



  • Have logical fault-finding skills
  • Effective relationship building skills
  • Be prepared to travel worldwide
  • Able to work on own initiative
  • Clear, confident communicator
  • Able to prioritise multiple tasks
  • Ability to interpret Electrical and Mechanical drawings
  • Good PC / PLC experience preferred
  • Experience of Semi-Conductor or closely related high-Tech Electronic industry.

Preferred (But not necessary):

  • Used to working in a clean room environment
  • Service background
  • Vacuum Experience.


Personal Qualities:



  • Customer focused
  • Flexible, co-operative and willing
  • Takes Accountability
  • Willingness to travel
  • Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
  • Takes responsibility for his/her own work and seek ways to continually improve the level of customer satisfaction, internally and externally.


Completed by:   Emiel Thijssen/HR                                                 Version/Date: v1 March 2019




All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


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.


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Nearest Secondary Market: San Francisco