Software Customer Service Manager

Field Relationship & Liaison:

• Build trusted relationships with Service Engineers.
• 2nd line support of field service engineers and customers.
• Diagnosis and solution of software and hardware problems both by phone and email. This includes communication with people where English is not their first language.
• Monitoring Critical Field Installations.
• Track high-impact or complex installations and upgrades and proactively.

System acceptance & customer training:

• Customer facing during the tender process.
• Answer technical questions & provide solutions to new requirements.
• Demonstrate software to customers during system acceptance.
• Support in training of OIPT staff for new developments.
• Liaise with Sales Team to provide useful background information.
• Support the Head of Global service in developing accounts for future business.
• Provide detailed and accurate record of expense incurred on behalf of the Company.

Education / Qualifications:

• Apprenticeship and/or Degree in Software, Computing, or a related field.

Professional Skills/Abilities:

• Semiconductor/advanced manufacturing experience.
• Experience with complex systems, log analysis and diagnostics, and software-hardware integration.
• Knowledge of Semiconductor processing techniques and system design.
• In-depth knowledge of Windows Software and experience working on real-time control systems.
• Knowledge of hardware interfacing, including electrical schematics, is also desirable.
• Experience with remote diagnostic tools and service environments, C#,.NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming.
• Azure DevOps for task tracking and GitHub for version control & CI/CD pipelines.
• Solid experience with several network protocols, TCP/IP, UDP, Modbus, EtherCAT, etc.

Personal Qualities:

• Calm under pressure – thrives in escalation scenarios.
• Excellent communication with customers, and internal teams.
• Enthusiastic and agile approach to complex tasks.
• Can embrace ambiguity, extract necessary information, and define clear objectives.
• Ability to learn new technology and processes quickly.
• Ability to convey ideas both technically and as best suited to the audience.
• Shares information and knowledge to improve own and others' contribution to the business.
• Coaching mindset.

At Oxford Instruments Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.

Benefits

In addition to a competitive starting salary, structured career development opportunities, and a good work-life balance, Oxford Instruments offers 25 days annual leave, early finish on Fridays, private healthcare, a share incentive plan, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.

#LI-Hybrid #LI-AC1

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability. We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us.

Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.