Overview

Materials Analysis is an Oxford Instruments Business Unit that manages our Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the wider Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X-Ray Technology. With a sixty-year history, and fourteen Queen''s Awards for Enterprise, we are seeking a Technical Support Specialist - EBSD / EDS to join our technical support team in High Wycombe. In this role you will provide expert-level technical support and training across our EDS / EBSD and Nanomanipulator product lines. 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: 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.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. Accept customer telephone calls, log problems, and attempt to resolve problems over the telephone or by using remote control techniques.Receive all initial calls in a positive, helpful, and constructive manner and communicate with customers about the status of problems to ensure customer satisfaction.Support field engineers and distributors when they are 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 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 a knowledge-centered 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 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 policies are written and published.Liaise with development groups in writing and testing installation procedures for new or updated equipment.Proactively manage End of Life (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 in writing.Advise customers on availability of instrumentation-related options, upgrades and support contracts to keep the customer up to date and satisfied and to optimise service revenue streams.Liaise with the manufacturing department to ensure availability of parts to cover routine and emergency situations and liaise with local/global offices to ensure stock levels are appropriate.Qualifications

Have a Science Degree / PhD preferably in Electronics, Physics, Materials Science, Metallurgy, or Chemistry.Knowledge within the microanalysis field, in particular WDS / EDS / NanoManipulators / EBSD would be preferred.Experience in running TEM / SEM / probe and FIB would be ideal.Thrive delivering exceptional customer service and solving complex problems.Benefits

Annual leave: 25 days plus bank holidays and the option to purchase up to 12 weeks moreEmployee Assistance Programme; including 24/7 telephone support, access to counselling, financial and debt management and access to trained legal advisorsPrivate health insurance, dental insurance and life assuranceMoney and lifestyle: MyDiscounts; save money with a number of leading retailersCar salary exchange scheme: sacrifice part of your salary in exchange for a fully serviced, comprehensive insured electric or hybrid vehicleTechScheme and CycleScheme: Purchase a bike and/or Tech or home goods from Currys / IKEA and spread the cost over 12 monthsPension: all employees are eligible to join the Group Pension Plan administered by AVIVAShare incentive plan: Invest in your future and share in the success of the company by joining the share incentive planDevelopment: Encouragement and support to achieve professional and/or academic qualifications to support your development and growthDefined career paths and regular reviews

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