Software Customer Service Manager

Oxford Instruments; West of England; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Competitive starting salary

Structured career development

Good work-life balance

25 days annual leave

Early finish on Fridays

Private healthcare

Share incentive plan

Defined contribution pension

Flexible benefits

Job summary

Oxford Instruments in Severn Beach, Bristol, seeks a permanent Software Customer Service Manager to bridge Field Service Software Engineers and the Software Engineering team, accelerating issue resolution and continuous learning across global sites.

You will provide advanced software expertise, manage high-severity escalations, lead post-incident reviews, and support OIPT software for clients worldwide, building strong field relationships and driving improvement.

Qualifications

• Apprenticeship or degree in software/computing or related field.
• Semiconductor/advanced manufacturing experience.
• Experience with complex systems, log analysis and diagnostics, and software-hardware integration.
• Windows software and real-time control systems knowledge.
• Hardware interfacing knowledge is desirable.

Responsibilities

• Provide advanced software expertise and rapid escalation support to field service engineers.
• Lead incident command for high-severity issues across software, service, and engineering teams.
• Coordinate post-incident reviews and drive systemic improvements.
• Support global OIPT software with external staff and clients (EMEAI, Asia, US).
• Build trusted field relationships and enable two-way knowledge transfer.

Skills

Complex systems diagnostics

Software-hardware integration

Windows real-time control

Hardware interfacing

C#, .NET Core, WPF

C++, C, SQL (MySQL)

Azure DevOps

GitHub CI/CD

Networking: TCP/IP, UDP, Modbus, Ether

Semiconductor/manufacturing experience

Education

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

Tools

GitHub

Azure DevOps

PLC programming

Job description

We are thrilled to announce a fantastic opportunity for a permanent Software Customer Service Manager position located in Severn Beach, Bristol. In this role, you will act as a vital link between our Field Service Software Engineers and the Software Engineering team, driving the swift resolution of complex challenges while fostering continuous improvement through effective training, knowledge sharing, and valuable customer feedback. Additionally, you will provide exceptional support for OIPT software to clients in EMEAI and to external OIPT staff (including Process and Service Engineers) globally.

Key Responsibilities

You will provide advanced software expertise and rapid escalation support to Customer Service Engineers in the field, ensuring timely resolution of complex technical issues, maximising customer uptime and feeding systemic improvement back into Product and Engineering teams.

Your contribution will reduce customer downtime, enhance customer trust, protect revenue, improve Customer Service Engineer capability and confidence and accelerate feedback loops from the field to OIPT.

Escalation Management & Incident Command

Point of contact for software related escalating troubleshooting with complex issues.

Act as incident lead during high‑severity issues—coordinate software engineering, service, and comms; run post‑incident reviews.

Serve as the go‑to for advanced troubleshooting and coordination with software engineering.

Support OIPT in a global HVM process support role, supporting:

Tiger Teams

• Rapid Response
• Landing Team
• 1st in fab team (complex or HVM)
• Lead in process L2 escalations to meet specifications
• Visiting customers where software reported issues are impacting the customer relationship
• Support in peaks in EMEAI, ASIA or US requirements for acceptance

Field Relationship & Liaison

Build trusted relationships with Service Engineers.

2nd line support of field service engineers and customers.

Diagnosis and solution of software and hardware problems both by phone and email. This includes communication with people where English is not their first language.

Monitoring Critical Field Installations.

Track high-impact or complex installations and upgrades and proactively.

System acceptance & customer training.

Customer facing during the tender process.

Answer technical questions & provide solutions to new requirements.

Demonstrate software to customers during system acceptance.

Support in training of OIPT staff for new developments.

Liaise with Sales Team to provide useful background information.

Support the Head of Global service in developing accounts for future business.

Provide detailed and accurate record of expense incurred on behalf of the Company.

Education / Qualifications

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

Professional Skills/Abilities

Semiconductor/advanced manufacturing experience

Experience with complex systems, log analysis and diagnostics, and software-hardware integration.

Knowledge of Semiconductor processing techniques and system design.

In depth knowledge of Windows Software and experience working on real-time control systems.

Knowledge of hardware interfacing, including electrical schematics, is also desirable.

Experience with remote diagnostic tools and service environments, C#, .NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming.

Azure DevOps for task tracking and GitHub for version control & CI/CD pipelines.

Solid experience with several network protocols, TCP/IP, UDP, Modbus, EtherCAT etc.

Personal Qualities

Calm under pressure – thrives in escalation scenarios.

Excellent communication with customers, and internal teams.

Enthusiastic and agile approach to complex tasks.

Can embrace ambiguity, extract necessary information and define clear objectives.

Ability to learn new technology and processes quickly.

Ability to convey ideas both technically and as best suited to the audience.

Shares information and knowledge to improve own and others contribution to the business.

Coaching mindset.

Benefits

• competitive starting salary
• structured career development opportunities
• good work-life balance
• 25 days annual leave
• early finish on Fridays
• private healthcareshare incentive plan
• defined contribution Group Personal Pension Plan
• flexible benefits package that you can tailor to your own requirements

#LI-Hybrid #LI-AC1 Experience with complex systems, log analysis and diagnostics, and software-hardware integration., Windows software proficiency and real-time control systems experience.