Overview

Technical Support Specialist – NMR role based in High Wycombe, GB. Hybrid working (3 days in the office, 2 days at home). 37-hour working week with flexible hours and 12:30 Friday finish. The role involves providing expert-level technical support and training across NMR product lines, acting as the primary technical and applications resource for customers, field support engineers, and distributors. Travel internationally may be required for onsite support and training.

Location

High Wycombe (Cressex), United Kingdom. Hybrid working arrangements apply.

Responsibilities

• Provide high-level onsite technical support for critical customer escalations and first-time installations of new products.
• Act as the primary technical support contact for the product range; handle customer calls, log problems, and attempt resolution remotely or by phone.
• Receive initial calls in a positive, helpful manner; communicate status updates to customers to maintain satisfaction.
• Support field engineers and distributors with technical and training queries at customer sites.
• Deliver face-to-face and remote training for engineers and customers; develop and roll out training materials.
• Promote and deliver onsite consultancy and training services; take ownership of customer problems and liaise with internal teams to resolve issues.
• Escalate issues to the technical support manager as required; prepare troubleshooting guidelines and digital support products.
• Maintain records of problems and solutions using knowledge-centered support; follow up with customers to ensure smooth operation and gather feedback.
• Contribute to new product development (NPI) by representing current and future support needs; produce release materials and ensure support policies are updated.
• Collaborate with development teams on installation procedures for new or updated equipment; proactively manage end-of-life (EoL) support channels.
• Promote a positive image of Oxford Instruments Materials Analysis in all communications; advise customers on instrumentation options, upgrades, and support contracts to optimize service revenue.
• Coordinate with manufacturing to ensure parts availability for routine and emergency needs; liaise with global offices to maintain appropriate stock.

Qualifications & Experience

• Experience with NMR hardware and theory.
• Strong problem-solving abilities; enjoys designing and delivering training.
• Relevant Engineering or Science degree.

What’s in it for you

• Wellbeing – 25 days annual leave plus bank holidays; option to purchase up to 12 weeks more; Employee Assistance Programme with counselling and financial/legal resources; private health, dental insurance and life assurance.
• Money & lifestyle – MyDiscounts; car salary exchange scheme; TechScheme and CycleScheme; pension plan with AVIVA; share incentive plan.
• Development – support to achieve professional and/or academic qualifications; defined career paths and regular reviews.

Next Steps

If you’d like to learn more before applying, please contact abby.gelder@oxinst.com. Applications will be reviewed promptly; successful applicants will be invited to a Teams call to learn more about the role.

Equal Opportunities

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. Reasonable adjustments will be provided in the interview process as needed.