Technical Support Specialist NMR

Oxford Instruments Plc; High Wycombe; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading scientific instruments company based in High Wycombe is seeking a Technical Support Specialist NMR. This role focuses on providing expert-level technical support and training on NMR product lines, solving complex issues for customers, and delivering training sessions internationally. The ideal candidate should possess a relevant Engineering or Science degree, and have experience with NMR hardware and a solid background in technical support. Join our team to enhance customer satisfaction and drive product success.

Benefits

25 days annual leave plus bank holidays

Private health and dental insurance

Pension plan

Flexible working hours

Support for professional qualifications

Qualifications

• Strong background in NMR hardware and theory.
• Exceptional problem-solving abilities.
• Experience in delivering training to teams.

Responsibilities

• Provide high-level onsite technical support for customer escalations.
• Act as primary technical support contact for the product range.
• Develop and deliver training for engineers and customers.
• Collaborate with internal departments to resolve customer issues.
• Maintain records of problems and solutions.

Skills

Experience with NMR hardware and theory

Problem-solving skills

Training design and delivery

Technical support experience

Education

Relevant Engineering or Science degree

Job description

We are based in High Wycombe (Cressex) and have hybrid working which is 3 days in the office with 2 days at home. Our working week is 37 hours with flexible working hours and 12 : 30 Friday finishes. Working at Oxford Instruments Materials Analysis - Whats in it for you Wellbeing

Benefits

• Annual leave : 25 days plus bank holidays and the option to purchase up to 12 weeks more
• Employee Assistance Programme; including 24 / 7 telephone support access to counselling financial and debt management and access to trained legal advisors
• Private health insurance dental insurance and life assurance

Money & Lifestyle

• MyDiscounts; save money with a number of leading retailers
• Car salary exchange scheme : sacrifice part of your salary in exchange for a fully serviced comprehensive insured electric or hybrid vehicle
• TechScheme and CycleScheme : Purchase a bike and / or Tech or home goods from Currys / IKEA and spread the cost over 12 months.
• Pension; all employees are eligible to join the Group Pension Plan administered by AVIVA.
• Share incentive plan : Invest in your future and share in the success of the company by joining the share incentive plan.

Development

• Encouragement and support to achieve professional and or academic qualifications to support your development and growth
• Defined career paths and regular reviews

This role would be ideal for you if

• You have experience of NMR hardware and theory
• Thrive solving complex problems
• Enjoy designing and delivering training
• Have a relevant Engineering or Science degree

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 telephone calls logging problems attempting to resolve problems over the telephone and by using remote control techniques.
• Receiving all initial calls in a positive helpful and constructive manner and to communicate with the customers in a timely manner concerning the status of problems to ensure customer dissatisfaction does not occur.
• Support field engineers and distributors when they at the customer site 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.
• Promotion and delivery of onsite consultancy and training services.
• Take ownership of customer problems and liaise with internal departments to resolve issues escalating issues to the technical support manager as required.
• Prepare troubleshooting guidelines / digital support products for engineers and customers.
• Develop and maintain records of problems and solutions using knowledge centred support methodology.
• Follow up with customers to ensure smooth equipment operation including participation in surveys relating to CS and product performance.
• Input into new product development (NPI) ensuring that both current and future needs of the support organisation are fully considered in new product design.
• Produce Product release materials to ensure the global team are up to speed with new products as they are released and the appropriate support polices are written and published.
• Liaising with development groups in the writing and testing of installation procedures for new or updated equipment.
• Proactively manage EoL via tech support and onsite service channels.
• Promote a positive image of Oxford Instruments Materials Analysis / Customer Support in all communications whether in person by telephone or written.
• Advise customer on availability of instrumentation related options upgrades and support contracts to keep the customer up to date and satisfied and optimise service revenue streams.
• Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with the local global offices to ensure stock levels are appropriate.

We are seeking a Technical Support Specialist NMR to join our technical support team in High this roleyou will be requiredto provide expert-level technical support and training across our NMR product lines. This role involves acting as the primary technical and applications resource for customers field support engineers and distributors. Youll 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.