Global Software Service Lead: Incident Escalation

Oxford Instruments plc; Severn Beach; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Share incentive plan

Defined contribution Group Personal Pn

Job summary

Oxford Instruments Plasma Technology in Severn Beach, Bristol, is seeking a permanent Software Customer Service Manager. You will bridge Field Service Software Engineers with the Software Engineering team to resolve complex issues and drive continuous improvement, while supporting OIPT software globally for clients in EMEAI and external staff.

You will lead escalation management, act as incident lead for high‑severity issues, coordinate across software engineering, service and comms, and support

Qualifications

• Apprenticeship or degree in software, computing or related field.

Responsibilities

• Provide advanced software expertise and rapid escalation support to Field Service Software Engineers in the field.

Skills

Semiconductor/advanced manufacturing

Complex systems diagnostics

Semiconductor processing techniques

Windows real-time control systems

Hardware interfacing

C# / .NET Core / WPF / C/C++ / SQL / P

Remote diagnostics tools

Azure DevOps / GitHub / CI/CD

TCP/IP / UDP / Modbus / EtherCAT

Education

Apprenticeship and/or Degree in Software, Computing or related field

Tools

Azure DevOps

GitHub

SQL (MySQL)

Job description

Oxford Instruments Plasma Technology in Severn Beach, Bristol, is seeking a permanent Software Customer Service Manager. You will bridge Field Service Software Engineers with the Software Engineering team to resolve complex issues and drive continuous improvement, while supporting OIPT software globally for clients in EMEAI and external staff.

You will lead escalation management, act as incident lead for high‑severity issues, coordinate across software engineering, service and comms, and support