Customer Support & Service Engineer

Oxford Instruments; Ulm; Remote; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading materials analysis firm is seeking a Field Service Engineer based remotely in Germany. This role involves providing onsite and remote technical support, installation, and training across Europe, requiring hands-on experience with Nanoindentation and AFM systems. The ideal candidate will have strong problem-solving skills and excellent customer service abilities. A degree in a related field and fluency in English are essential. European language skills are beneficial.

Qualifikationen

• Practical experience with Nanoindentation and/or AFM systems is essential.
• Excellent customer service and interpersonal skills.
• Willingness and flexibility to travel as needed.
• Fluency in additional European languages is advantageous.

Aufgaben

• Providing onsite and remote technical support for all I&A product lines.
• Performing onsite installations, software setups, and user training.
• Diagnosing, troubleshooting, and resolving issues efficiently.
• Conducting regular preventive maintenance.
• Promoting service products and generating leads for the sales team.

Kenntnisse

Customer service skills

Technical problem-solving

Fluency in English

Ability to explain technical concepts

Ausbildung

Degree in Physics, Materials Science, Engineering, or related field

Tools

Nanoindentation systems

AFM systems

Jobbeschreibung

Materials Analysis is a business unit of Oxford Instruments that manages products such as Electron Microscopy, Mechanical Microscopy, Atomic Force Microscopes, Raman Microscopes, and Benchtop NMR. Part of the wider Oxford Instruments Group, which includes Andor Technology, NanoScience, Plasma Technology, and X-Ray Technology, we have a sixty-year history and fourteen Queen’s Awards for Enterprise. Our world-class products and technologies assist customers in addressing significant challenges of the 21st century.

We are seeking a Field Service Engineer, based remotely in Germany with frequent travel (up to 60%). If you are passionate about supporting customers, working with cutting-edge scientific tools, and have hands-on experience with Nanoindentation and/or AFM, please read on...

The Field Service Engineer will provide onsite and remote technical support, installation, and training to customers across Europe, with occasional support in distributor regions (e.g., Southern Europe, Africa, Middle East, Turkey, and Israel). This role focuses on supporting various product lines, with a specialization in Nanoindentation and Atomic Force Microscopy (AFM), ensuring customers are fully operational and satisfied. The role requires excellent problem-solving skills, self-motivation, and strong technical expertise.

The responsibilities of the Service Engineer include:

1. Providing onsite and remote technical support for all I&A product lines, with a focus on Nanoindentation and AFM systems, ensuring customer satisfaction.
2. Performing onsite installations, software setups, and user training.
3. Diagnosing, troubleshooting, and resolving hardware, software, and application issues efficiently.
4. Acting as a trusted advisor, helping customers optimize system use to achieve research or production goals.
5. Conducting regular preventive maintenance to keep instruments in optimal condition.
6. Performing onsite repairs and communicating root causes and solutions clearly to customers.
7. Maintaining accurate service records in the management system.
8. Delivering comprehensive customer training, including calibration, operation, and advanced techniques.
9. Assisting customers in workflow optimization and developing best practices.
10. Liaising with internal teams to ensure excellent customer outcomes and product improvements.
11. Providing feedback on customer insights, product needs, and technical challenges.
12. Promoting service products such as support contracts, upgrades, and accessories, and generating leads for the sales team.
13. Supporting new product launches by ensuring field readiness.
14. Generating site reports, installation records, and risk assessments.
15. Providing timely updates on issues and sharing knowledge within the team.

Qualifications we are looking for:

• A degree (BSc / MSc / PhD) in Physics, Materials Science, Engineering, Electronics, or a related field.
• Practical experience with Nanoindentation and/or AFM systems is essential.
• Excellent customer service and interpersonal skills, with the ability to explain technical concepts clearly.
• Fluency in English (spoken and written); additional European languages (e.g., German, French, or Spanish) are advantageous.
• Willingness and flexibility to travel as needed.

Next steps:

If you would like to learn more or have questions, please contact us. Applications will be reviewed promptly, with successful candidates invited to a Teams call to discuss the role further.

Oxford Instruments is an equal opportunity employer committed to diversity and inclusion, and provides reasonable adjustments as needed.