Field Service Engineer, Raman Microscopy

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Location:

TH

Job Function:
Technical

Business Unit:
Nano Analysis

At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. 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.

I&A KAST/Thailand

To install, provide on-going maintenance and Customer training, on all Nano Analysis products particularly Raman Microscopy, Atomic Force Microsopy, EDS, EBSD, Nano Indentation products and Nanomanipulator in Thailand and S.E Asia if required. To establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude.

To support the achievement of customer support revenue (support contract and spares)

To identify and develop influential relationships with significant current and potential customers to fully understand their needs, using this to facilitate both increased sales of current products and contribute to development of future products.

• Install and ensure the correct operation of assigned systems.
• Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results 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 Instruments and for the customer.
• Perform instrument verification in accordance with departmental policies and procedures.
• Assist in the promotion and sales of Oxford Instruments maintenance contracts and service products.
• Ensure that all resources allocated e.g. tools, test equipment are maintained in good condition.

• Co-operate and communicate with the company’s Sales department, agents and representatives.
• Be familiar with the Sales process and be prepared to assist with the promotion of OI products by participating in pre-sales demonstrations, seminars etc.
• Maintain good customer and OEM relationships, providing regular contact and developing self as technical “go to person” within the industry and always projecting a professional and competent image of Oxford Instruments and its products
• Perform demonstration of equipment as well as other post-sales support activities.
• Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required.

• Communicate with customers in a timely manner concerning the status of installation, repair and solutions to their application issues.
• To organize and present OI seminars, user-groups and workshops when required as determined by CS and Sales. To attend third-party seminars, user-groups and workshops when required.
• Promote a positive image of Oxford Instruments and CS in all communications with customers, microscope manufacturers and OEMs, whether in person, by telephone or in writing.
• Ensure that all visits are properly prepared and that the correct tools and parts are available to repair systems on the first visit wherever possible. This preparation should include liaison with microscope suppliers and OEMs where required to ensure that the equipment is on-site, all necessary services are available, and the equipment can be worked upon.
• Advice customers on the availability of Oxford Instruments instrumentation related options, upgrades support contracts, and other service products. Ensure that the customer is kept up to date with latest product information.

• Initiate field service reports for each customer visit / repair in order to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty and customer /…