Senior Software Support & Escalation Manager

Oxford Instruments; Bristol; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Share incentive plan

Defined contribution Group Personal Pension Plan

Flexible benefits package

Job summary

Oxford Instruments is seeking a Software Customer Service Manager to enhance support for complex software issues for clients globally. The position requires managing key relationships, providing advanced software knowledge, and liaising with engineering teams to drive improvements. The role demands an apprenticeship or degree in software and knowledge in semiconductor processes. Along with a competitive salary, the role offers benefits like private healthcare and flexible packages.

Qualifications

• Advanced software expertise and rapid escalation support to Customer Service Engineers.
• Experience in handling software reported issues impacting customer relationships.
• Ability to communicate with non-English speaking individuals.

Responsibilities

• Provide software expertise and coordination during high-severity issues.
• Track installations and upgrades while monitoring critical field installations.
• Support training of OIPT staff for new developments in software.

Skills

Semiconductor/advanced manufacturing experience

Complex systems and log analysis

Software-hardware integration

Knowledge of Windows Software

Remote diagnostic tools and service environments

C#, .NET Core and WPF framework

C++, C, SQL (MySQL)

Network protocols (TCP/IP, UDP, Modbus)

Education

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

Tools

Azure DevOps

GitHub

Job description

Oxford Instruments is seeking a Software Customer Service Manager to enhance support for complex software issues for clients globally. The position requires managing key relationships, providing advanced software knowledge, and liaising with engineering teams to drive improvements. The role demands an apprenticeship or degree in software and knowledge in semiconductor processes. Along with a competitive salary, the role offers benefits like private healthcare and flexible packages.