Job Description

Oxford Nanopore Technologies aims to bring the widest benefits to society by enabling the analysis of anything, by anyone, anywhere. We have developed a new generation of nanopore-based sensing technology for faster, information-rich, accessible, and affordable molecular analysis.

Job Description

Oxford Nanopore Technologies aims to bring the widest benefits to society by enabling the analysis of anything, by anyone, anywhere. We have developed a new generation of nanopore-based sensing technology for faster, information-rich, accessible, and affordable molecular analysis.

Our first application is DNA/RNA sequencing, and we are developing technology for the analysis of other molecules, including proteins. Our tools help characterize the biology of humans, diseases (like cancer), plants, animals, bacteria, viruses, and whole environments. We are a UK-headquartered company with a thriving culture of ambition and strong innovation goals, operating globally with customers in more than 125 countries.

We are looking for a highly driven and motivated individual to join the Technical Support team as a Field Service Engineer (FSE)across Central EMEAI. This role will suit someone with a strong commitment to customer service and satisfaction. In addition, someone who is a detail-oriented and enjoys taking ownership of their work, often managing multiple activities, but also contributes to a team environment.

The Details…

Reporting to the Director, Service & Support EMEAI, this exciting role involves close collaboration with cross-functional teams (Sales, FAS, Customer Service, Product Management, and Logistics) to provide high-quality and technical expertise for Oxford Nanopore Technologies hardware and software products. This role involves traveling to and supporting our customers with on-site installation, maintenance and troubleshooting services to maximize the utilisation of our devices. The successful candidate will support a variety of customer types (Research, BioPharma, Clinical, etc.) in the defined territory, ensuring a continuous flow of device utilization. Periodic travel outside of the defined territory to support customers, as well as travel to Oxford Nanopore Headquarters (HQ) and Satellite Offices is expected. As such, being based in a well-connected area nearby to an airport would be beneficial (for example, Frankfurt, Köln, Düsseldorf, München, Berlin, Hamburg).

Responsibilities Include

Install hardware/software products and configurations at customer sites.

Perform maintenance, troubleshooting, and repair system issues.

Submit service reports, expense reports, and work orders in a timely manner.

Voice of the customer: driving continuous improvement via feedback to Manager and Internal Teams.

Ensures customer satisfaction by providing timely service within SLA timeframes, and Preventative Maintenance (PM) deadlines.

Revise/review SOPs.

Manage and maintain inventory of service parts.

Train other field engineers and customers

What We’re Looking For…

Ideally, you’ll have a proven background in hands‑on maintenance and support of life science instrumentation, with experience in Next‑Generation Sequencing (NGS) platforms being highly desirable. Experience in IT networking and Linux-based Operating Systems are also highly desirable skills. Communication and Interpersonal skills are a key to success in this role, as well as the technical proficiency to install, maintain, troubleshoot and repair complex hardware and software systems in this field‑based role. You’ll have the ability to collaborate in small‑team environments, as well as across different departments within the organization, as this is crucial to resolve customer issues, as well as to hit milestones on large‑scale projects and initiatives. Experience in Salesforce or similar CRM database, Microsoft Office Suite, and Concur Systems or similar travel/expense software would be beneficial.

Frequent Travel is expected within the defined territory with travel outside of the territory within region, as needed.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.

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