Customer Support Engineer-East Coast or North Mideast, Chicago would be preferre

About Oxford Instruments:
Our purpose is to accelerate the breakthroughs that create a brighter future for our world. Our technology and scientific expertise enable our customers to discover and bring to market exciting new advances that drive human progress. We aim to be the scientific instrumentation partner in every significant lab and production facility across the world.

Our people and culture are vital to our success. We strive to offer the opportunities that will attract, engage, motivate and develop the very best talent. This involves creating an inclusive environment and culture where difference is valued and people are recognised for what they deliver and bring to the team.

We are part of the wider Oxford Instruments Group that also includes Andor Technology, Materials Analysis, Plasma Technology and X-Ray Technology. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.

We want to empower our employees so that they innovate, support our growth and improve our productivity. We support them to make the right decisions and reach their full potential as they develop their careers at OI. Our ways of working are lived every day and are as follows:

• We start with the customer
• We succeed by being focused
• We make and keep our promises
• We work together as one team
• We help and trust each other to succeed

About the Opportunity: We have an exciting opportunity for a Customer Service Engineer (CSE) to join a team of innovative and dedicated professional on the Plasma team at Oxford Instruments. The CSE will install, train and provide ongoing maintenance of complex systems and establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer. This role will be primarily based out of the East Coast or North Mideast, Chicago would be preferred. The job will require travel by car or air within the territory of the Americas. With occasional travel for training outside the Americas.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms. The employee is frequently required to stand, walk and talk or hear. The employee must occasionally lift and / or move up to 100 pounds with assistance. Specific vision abilities required by this job include close vision and ability to adjust focus.

Key Responsibilities

• Install, and ensure the operation of assigned systems and options to factory performance specifications.
• Perform Basic “User Familiarization” Training at installations.
• Ensure the customer is aware at all times of the correct method to obtain basic results, basic safety and system care.
• Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost effective time frame for Oxford and for the customer.
• Perform instrument verification in accordance with departmental policies and procedures.
• Ensure that costs generated by actions undertaken are controlled.
• Ensure that all resources allocated e.g. vehicle, tools, test equipment are maintained in good condition.
• Understand and control available resources to achieve customer satisfaction (such as Product Managers)
• Communicate with customers concerning the status of repair and or safety issues arising from work on their system, in a timely manner. Ensure customer dissatisfaction does not occur by establishing a time based escalation procedure.
• Promote a positive image of Oxford Instruments in all communications, whether in person, by telephone or in writing.
• Advise customers on the availability of Oxford instrumentation related options, upgrades and support contracts. Keep the customer up to date and satisfied.
• Initiate Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems. Provide data for installations, warranty and customer/instrument history.
• Submit in a timely manner all reports including but not limited to (Carfs, Installation, Service, Schedule, expenses) and information on recurring or potential problems.
• Provide reports which include information, suggestions, recommendations and/or modifications to instrumentation, policies, manuals or concepts.
• Work closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction. Generate additional reports as requested by sales.

The right canidate will meet the following criteria:

We are looking for a higly skilled engineer, who is motivated, efficient, and can work indendently. Ability and willingness to travel overnight 70% of the time is required. 80% of work-related travel will be domestic, 20% international. The ideal candidate will have at least three to five years related experience and/or training; or equivalent combination of education and experience; Experience with troubleshooting and repair of etch/deposition/Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs, etc. Our team members are customer oriented, with a focus on providing exceptional service and have the ability to use a high level of tact, diplomacy, discretion and empathy/understanding in a global environment across multiple cultures. The right candidate for this position will foster a “customer first” approach by understanding and driving customer requirements through-out the process.

Additional Qualifications:

• The CSE is accountable for meeting their own obejectives, and is subject to a flexible work pattern which will involve travel and/or working outside normal working hours when necessary.
• Excels with working within a Windows environment and familiar with Microsoft office.
• A sound background in ERP systems, CRM, and Microsoft Suite of products
• Ability to perform multiple tasks simultaneously and manage associated stress
• Ability to travel 80% of the time and must be flexible with travel including nights, weekends, and international as needed
• A valid passport is required.

• Understanding of inter-business communication, developing of relationships with colleagues.

• Understands their own impact on other related activities

• Identifies where improvements can be made to processes. Uses past experiences, both positive and negative as a learning tool.

Oxford Instruments Perks and benefits:

• Generous benefit packages - We offer our employees competitive health insurance options, including Medical, Dental, and
  Vision plans.
• Our 401k program has options for saving both pre- and post-tax dollars for retirement.
• Paid Time Off (PTO) Work-life balance is a key part of our company culture here at OI, and we know that our employees do their best work when they can take the time they need to rest and recharge. Employees start with 4 weeks of PTO which is accrued each pay period.
• Holidays - We recognize 12 holidays this year
• In addition to all the standard PTO options, OI proudly offers a generous and progressive paid family leave policy.
• Professional Development - OI supports you and your professional development with $5,250 available in annual tuition reimbursement after 6 months of service.

Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time for this position.

Oxford Instruments Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, national origin, disability or protected veteran status. EOE/M/F/D/V

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

Note to recruitment agencies: Oxford Instruments does not accept agency CV’s. Please do not forward details to our jobs alias, Oxford Instruments employees or any other company location. Oxford Instruments is not responsible for any fees related to unsolicited CV’s