Field Service Engineer

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.

Business/Location: I&A/Korea

Role: Korea MA Field Service Engineer

Reports to: Korea Assistant Service Manager

Direct Reports: None

Primary Purpose

• To install, provide on-going maintenance and customer training on all Nano Analysis products, particularly Raman Microscopy, Atomic Force Microscopy, EDS, EBSD, Nano Indentation and Nanomanipulator products in Korea, establishing and maintaining a high degree of customer satisfaction and confidence.
• To support the achievement of customer support revenue (support contracts and spares).
• To identify and develop influential relationships with significant current and potential customers, using this understanding of their needs to facilitate increased sales of current products and contribute to the development of future products.

Key Responsibilities

Installation and Maintenance

• Install and ensure the correct operation of assigned systems.
• Provide customers with basic on-site training on system operation, ensuring they understand correct methods to obtain specified function, analytical results and system care.
• Troubleshoot and repair assigned systems to the appropriate level, returning them to full operation within a cost-effective time frame for both Oxford Instruments and the customer.
• Perform instrument verification in accordance with departmental policies and procedures.
• Assist in the promotion and sale of Oxford Instruments maintenance contracts and service products.
• Ensure that all allocated resources, e.g. tools and test equipment, are maintained in good condition.

Field Application Support

• Co-operate and communicate with the company's Sales department, agents and representatives, assisting with pre-sales demonstrations, seminars and other promotional activities.
• Maintain good customer and OEM relationships, developing self as the technical “go-to” person within the industry and projecting a professional, competent image of Oxford Instruments at all times.
• Perform equipment demonstrations and other post-sales support activities.

Customer Contact

• Communicate with customers in a timely manner on the status of installations, repairs and solutions to application issues.
• Organise and present OI seminars, user groups and workshops when required, and attend third-party events as needed.
• Ensure all visits are properly prepared, with correct tools and parts available to repair systems on the first visit wherever possible, liaising with microscope suppliers and OEMs as needed.
• Advise customers on available Oxford Instruments options, upgrades, support contracts and other service products, keeping them up to date with the latest product information.

Field Reporting

• Initiate field service reports for each customer visit/repair, documenting instrument and/or customer problems and their resolution.
• Provide data for installations, warranty and customer/instrument history.
• Submit reports on recurring or potential problems, and feedback information, suggestions or recommendations on instrumentation, policies and manuals.

General

• Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
• Provide technical reports (e.g. field installation/repair, incident review, corrective action requests) and administrative reports (e.g. time & expense) within agreed standards.
• Support marketing/sales by furnishing leads for system sales, upgrades, support contracts and other market intelligence gathered through customer contact.
• Assist in knowledge transfer by training customers and other employees when required.
• Maintain awareness of, and minimise where possible, expenses incurred in day-to-day support activities, in terms of both time and parts consumed.
• Perform work safely at all times, maintaining up-to-date knowledge of and compliance with health & safety legislation.
• Participate in training and development activities as required.

Main Working Relationships

• 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.
• Liaises with spares logistics personnel to ensure availability of parts for routine and emergency situations.
• Liaises with global support and management teams to facilitate knowledge transfer for existing and new product lines.

In addition to the duties described above, the post holder may be requested to perform other related tasks reasonably required and in line with the scope and level of responsibility of the role.

Person Specification – Essential requirements unless stated as Desirable

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

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