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, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.
We are seeking a Technical Support Specialist – NMR to join our technical support team in High Wycombe. In this role you will be required to 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. 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.

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.