Customer Support Engineer - Boston MA or New England area 3799

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 XRay Technology. With a sixtyyear history and fourteen Queens Awards for Enterprise our worldclass 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 dateand 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 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 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 costeffective 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 inBoston MA or surrounding New England area (Maine New Hampshire Vermont Rhode Island and Connecticut)

Oxford Instruments Perks and benefits:

• Generous benefit packages We offer ouremployeescompetitive health insurance options including Medical Dental and
  Vision plans.
• Our 401k program has options for saving both pre and posttax dollars for retirement.
• Paid Time Off (PTO) Worklife balance is a key part of our company culture here at OI and we know that our employees dotheir best work when they can take the time they need to rest and recharge. Employees start with 4 weeks ofPTO which is accruedeach pay period.
• Holidays We recognize 12holidays this year
• In addition to all the standard PTO options OI proudly offers a generous and progressive paid family leave policy.
• Professional Development OI supportsyou and yourprofessionaldevelopmentwith $5250available inannual tuitionreimbursementafter 6 monthsof 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 request reasonable accommodation please contact Human Resources.

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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