{"@context":"https:/schema.org/","@type":"JobPosting","title":"Technical Support Engineer - NMR

Oxford Instruments Plc; High Wycombe; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading scientific equipment company in High Wycombe is seeking a Technical Support Specialist - NMR to provide expert support and training for their NMR product lines. The ideal candidate will have experience in NMR hardware, possess strong problem-solving skills, and ensure customer satisfaction through onsite support and training. This hybrid role offers competitive benefits including annual leave, health insurance, and opportunities for professional development.

Benefits

Annual leave of 25 days plus bank holidays

Employee Assistance Programme

Private health, dental insurance, and life assurance

Encouragement for professional qualifications

Pension with AVIVA

Qualifications

• Experience with NMR hardware and theory.
• Strong problem-solving abilities and drive to design and deliver training.

Responsibilities

• Provide high-level onsite technical support for customer escalations.
• Act as primary technical support contact for the NMR product range.
• Develop and deliver training for engineers and customers.
• Collaborate on new product development and support needs.

Skills

Problem-solving

Technical support expertise

Training and development

Customer service

Education

Relevant Engineering or Science degree

Job description

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:

• 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.

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.