Overview

Join to apply for the Technical Support Engineer - NMR role at Oxford Instruments plc. Materials Analysis is an Oxford Instruments Business Unit that manages Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the wider Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X-Ray Technology. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers address the greatest challenges of the 21st century.

We are seeking a Technical Support Specialist – NMR to join our technical support team in High Wycombe. In this role you will provide expert-level technical support and training across our NMR product lines. This role acts as the primary technical and applications resource for customers, field support engineers, and distributors. You’ll travel internationally to deliver onsite support for complex technical escalations and specialised training sessions. The ideal candidate will be highly self-motivated, possess exceptional problem-solving capabilities, and be ready to contribute to our global technical support helpdesk.

Location: High Wycombe (Cressex). Hybrid working: 3 days in the office, 2 days at home. Working week is 37 hours with flexible hours and 12:30 Friday finishes.

Responsibilities

• High level onsite technical support for critical customer escalations and first-time installations of new products.
• Act as a primary technical support contact for the product range: accepting customer calls, logging problems, and resolving problems over the telephone or via remote control.
• Receive initial calls in a positive, helpful manner and communicate with customers regarding problem status to minimise dissatisfaction.
• Support field engineers and distributors at customer sites with technical and training queries.
• Provide face-to-face and remote training for engineers and customers.
• Develop and roll out training products to customers, engineers and distributors.
• Promote and deliver onsite consultancy and training services.
• Take ownership of customer problems and liaise with internal departments to resolve issues; escalate to the technical support manager as required.
• Prepare troubleshooting guidelines and digital support products for engineers and customers.
• Develop and maintain records of problems and solutions using knowledge-centred support.
• Follow up with customers to ensure smooth equipment operation; participate in surveys relating to CS and product performance.
• Input into new product development (NPI) to meet current and future support needs; ensure support considerations are included in product design.
• Produce product release materials and publish support policies.
• Collaborate with development groups on installation procedures for new or updated equipment.
• Proactively manage End-of-Life via tech support and onsite service channels.
• Promote a positive image of Oxford Instruments Materials Analysis / Customer Support in all communications.
• Advise customers on instrumentation options, upgrades and support contracts to optimise service revenue.
• Liaise with manufacturing to ensure parts availability and coordinate stock across offices as needed.

Requirements / Ideal candidate

• You have experience of NMR hardware and theory.
• Strong problem-solving abilities and a drive to design and deliver training.
• Relevant Engineering or Science degree.

Working pattern & location

Location: High Wycombe, UK. Hybrid working: 3 days in the office, 2 days at home. 37-hour week with flexible working hours and 12:30 Friday finishes.

Seniority & role details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology

Benefits

• Wellbeing: Annual leave 25 days plus bank holidays; option to purchase up to 12 weeks more; Employee Assistance Programme; private health, dental insurance and life assurance.
• Money & lifestyle: MyDiscounts; Car salary exchange; TechScheme/CycleScheme; Pension with AVIVA; Share incentive plan.
• Development: Encouragement to achieve professional/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. Applicants will be reviewed as quickly as possible; 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, colour, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. Please get in touch if you require any reasonable adjustments during the interview process.