Customer Support & Service Engineer

Materials Analysis; Wiesbaden; Remote; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A technology company is seeking a Field Service Engineer to provide technical support for Nanoindentation and AFM systems across Europe. The successful candidate will install equipment, train customers, and ensure high satisfaction with the products. This remote position requires excellent technical and customer service skills, along with travel across Europe.

Qualifikationen

• Practical experience with Nanoindentation and/or AFM systems is essential.
• Excellent customer service and interpersonal skills.
• Willingness to travel to customer sites.

Aufgaben

• Provide onsite and remote technical support for I&A product lines.
• Perform onsite installations and user training.
• Diagnose and resolve hardware, software, and application issues.
• Conduct preventive maintenance visits.

Kenntnisse

Customer service

Technical problem-solving

Fluency in English

Fluency in additional European languages

Ausbildung

Degree in Physics, Materials Science, Engineering, or Electronics

Tools

Nanoindentation systems

Atomic Force Microscopy (AFM)

Jobbeschreibung

Materials Analysis is an Oxford Instruments Business Unit that manages our Electron Microscopy and Mechanical Microscopy products, including Atomic Force Microscopes, Raman Microscopes, and Benchtop NMR Products. We are part of the wider Oxford Instruments Group, which 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 help our customers address the greatest challenges of the 21st century.

We are seeking a Field Service Engineer to be 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 technical support (onsite and remote), 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) instrumentation, ensuring customers are fully operational and satisfied with their systems. The role requires excellent problem-solving skills, self-motivation, and strong technical expertise.

The responsibilities of the Service Engineer typically 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 orientation training.
3. Diagnosing, troubleshooting, and resolving hardware, software, and application-related issues efficiently.
4. Acting as a trusted advisor to customers to optimize system use and achieve research or production goals.
5. Conducting regular preventive maintenance visits to keep instruments in optimal condition.
6. Performing repairs onsite, with clear communication about root causes and solutions.
7. Maintaining accurate service records in the field service management system.
8. Delivering comprehensive customer training, including calibration, operation, and advanced techniques.
9. Assisting customers in workflow optimization and best practice development for their applications.
10. Liaising with internal teams (applications, R&D, product management, sales) to ensure excellent customer outcomes and product improvements.
11. Providing feedback on customer insights, product needs, and technical challenges to the Service Business Manager and Service Product Manager.
12. Promoting service products (support contracts, upgrades, accessories) and generating leads for the sales team.
13. Supporting new product introductions by ensuring field readiness for installations and troubleshooting.
14. Generating detailed site reports, installation records, and risk assessments as needed.
15. Submitting timely updates on open issues and contributing to team knowledge-sharing activities.

What we are looking for:

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

Next steps:

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

Equal opportunities and reasonable adjustments:

Oxford Instruments is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, 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 accommodations for individuals with disabilities. Please contact us if you require adjustments during the interview process.

Key Skills: Ab initio, Google Analytics, Corporate Communications, Infection Control, Lab Technology, Condition Monitoring

Employment Type: Full Time

Experience: Years

Vacancy: 1