Oxford Instruments plc
Software Customer Service Manager
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Software Customer Service Manager
Software Customer Service Manager
Permanent Position, Severn Beach, Bristol
We are excited to announce a dynamic opportunity for a Software Customer Service Manager to bridge critical gaps between our teams and enhance customer support in semiconductor and advanced manufacturing software.
In this role, you will:
- Be the steering force between Field Service Software Engineers and Software Engineering, driving swift issue resolution and fostering systemic improvements.
- Provide global support for OIPT software to clients across EMEAI, alongside assisting external staff (Process and Service Engineers) worldwide.
Key Responsibilities
Escalation & Incident Management
- Act as the primary point of contact for software-related escalations, troubleshooting complex issues within servicing timelines.
- Lead incident response during high-severity crises, coordinating with software engineering, service teams, and communications, and conducting post-incident reviews for continuous improvement.
- Serve as the technical escalation lead, bridging gaps between Service Engineers and Software Engineering for rapid resolution.
Global HVM (High Volume Manufacturing) Process Support
- Participate in Tiger Teams, Rapid Response Squads, and Landing Teams for on-site intervention.
- Lead Level 2 escalations and assist in complex HVM installations (e.g., integrations, onboarding).
- Support global customer-facing mise-works, including:
- Deploying acceptance teams during peak periods (EMEAI, Asia, US).
- Expanding Continuous Improvement Projects with HVM clients.
- Proactively visit customers where software issues pose business risks, delivering dual-objective resolutions: technical fixes and relationship alignment.
Field Relationship Management & Technical Liaison
- Nurture trusted partnerships with Service Engineers, ensuring seamless collaboration across time zones and cultures.
- Offer second-level support for field teams, resolving software and hardware issues via remote diagnostics, troubleshooting calls, and emails (including multilingual communication).
- Proactively monitor high-impact field installations and upgrades, mitigating downtime risks.
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Customer Training, Sales Alignment, & Account Growth
- Act as the technical evangelist during the tender and acceptance phases, demonstrating software Solutions and answering complex queries.
- Train OIPT staff on new developments, maintaining knowledge consistency across teams.
- Assist the Sales Team with technical context to strengthen engagements, while developing long-term accounts for future growth.
- Document detailed expenses incurred on behalf of the company for reimbursement.
Requirements
Education & Background
- Qualification: Apprenticeship or degree in Software, Computing, or a related discipline.
- Preferred: Background in semiconductor or advanced manufacturing applications.
Technical Skills & Experience
- In-depth knowledge of:
- Windows Software, real-time control systems, and hardware integration (including electrical schematics).
- PLC programming, RTOS, PTOLEMON programming.
- Proven expertise with:
- Diagnostic tools (e.g., remote troubleshooting environments).
- Programming languages: C#, WPF, Azure DevOps, .NET Core, C, C++**, SQL (MySQL).
- Network protocols: TCP/IP, UDP, Modbus, EtherCAT.
- Bonus: Familiarity with GIT workflows and CI/CD pipelines.
Personal Attributes & Values
- Escalation mastery: Ability to optimally handle pressure scenarios with logic and calm.
- Relational strength: Excellent communication across internal teams, global clients, and non-native English-speaking stakeholders.
- Agile problem-solving: Quick learner with a proactive, integrity-driven approach to ambiguity and continuous improvement.
- Coaching mindset: Willingness to mentor peers, share knowledge, and evolve technology adoption within the business.
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About Oxford Instruments Plasma Technology
Oxford Instruments supports foundational technologies in micro- and nano-structure engineering—applied everywhere from medical devices and prototyping robots to semiconductor wafer structures enabling quantum computing. Our plants are critical nodes in the EV revolution and precision treatment industries.
Benefits Package
- Competitive salary + comprehensive career development programs.
- Work-life balance: 25 days paid annual leave, early finishes on Fridays, flexible benefits package, and robust private healthcare.
- Reward schemes: Share incentive plan + pension provision (defined contribution plan).
- A collaborative work culture united by a mindset of technological innovation and excellence.
Commencement Notice
This role will support EFQM geological excellence levels, combining operational rigor with cutting-edge R&D. We welcome applicants from all backgrounds/identities, especially those with experience in engineering service escalations, hardware-software integration, and complex global coordination.
*For all careers inquiries, please direct applications to [contact information removed as per guidelines](formatted as-is). Oxford Instruments reserves the right to decline applications without further notice.
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