Customer Service Engineer

Oxford (On-site) /
Commercial – Customer Service /
/ On-site
When you’re changing the world through scientific research, every second counts. Our customers rely on our super-resolution microscope - the Nanoimager - for their research, and rely on us for rapid repairs, which is why we’re adding a Customer Service Engineer to our Oxford team. To ensure we can respond quickly when unexpected problems occur. By understanding the device inside and out, you’ll be able to accurately diagnose, repair, and resolve customer issues, ranging across optical, mechanical, and electrical engineering issues.

You’re an engineer at heart, qualified through academic research or experience, with a focus on small-scale, multicomponent systems. You’ve had extensive hands-on experience with these sorts of devices, either whilst designing, manufacturing, installing or repairing them. You’re excited by supporting others to do their work better, and you’re eager to work with customers through issues to find solutions. As part of a larger Customer Service team, you’re enthusiastic about working alongside other engineers and supporting each other, as well as the business as a whole.

Reporting to Marc Innes, our Customer Service Engineer Manager, you’re responsibilities will include;

    • Carry out on-site installations and providing high standard training virtually or in person
    • Determine root cause issues with hardware systems through on-site and online support and troubleshooting
    • Act as point of contact for customer technical enquiries related to system components and hardware workflows
    • Deliver scheduled maintenance work on hardware systems, as directed by the Customer Service Manager
    • Prepare and file repair report documentation per internal reporting standards
    • Maintain CRM system and keeping service records up to date
    • Gather and report customer feedback to Customer Service Manager relating to experience, new feature requests, and general product/instrument improvements 
    • Contribute to creation of internal knowledge base (fault finding, problem solving, FAQs, WIs)
To be successful, you’ll have spent time working on root cause analysis with other engineers, possibly on your own systems, or those developed by others. Either way, troubleshooting is a task you enjoy doing, and the satisfaction of a happy user is key to you. Don’t worry if you’ve not worked with microscopes before - although this would be preferred - we can help there!

You’ll normally be working on devices that have been sent to our Oxford office, but you’ll certainly build up your hotel points and airmiles as you travel around Europe, with up to 30% of your time travelling to customer sites for callouts. 

If our Nanoimager system and our mission - helping scientists make new discoveries - sounds interesting to you, we really should be talking and you can start that conversation by applying here.