Customer Support & Service Engineer

Overview

Field Service Engineer based remotely in Germany with frequent travel (up to 60%); provides on-site and remote technical support, installation, and training across Europe, with occasional support in distributor regions. Focuses on Nanoindentation and Atomic Force Microscopy (AFM) instrumentation, ensuring customers are fully operational and satisfied with their systems.

Responsibilities

• Provide onsite and remote technical support for I&A product lines with a specialism in Nanoindentation and AFM systems, ensuring customer satisfaction.
• Perform onsite installations, software setups, and user orientation training.
• Diagnose, troubleshoot, and resolve hardware, software, and application-related issues.
• Act as a trusted advisor to customers to optimize system use and achieve research or production goals.
• Conduct regular preventive maintenance visits to keep instruments in optimal condition.
• Perform repairs onsite and communicate root causes and solutions clearly to customers.
• Maintain accurate service records in the field service management system.
• Deliver comprehensive customer training, including calibration, operation, and advanced techniques.
• Assist customers in optimizing workflows and developing best practices for their applications.
• Liaise with internal teams to ensure excellent customer outcomes and continuous product improvement.
• Provide feedback on customer insights, product needs, and technical challenges to Service Management.
• Promote service products (e.g., contracts, upgrades, accessories) and provide leads to the sales team.
• Support new product introductions by ensuring field readiness for installations and troubleshooting.
• Generate site reports, installation records, and risk assessments as required.
• Submit timely updates on open issues and contribute to team knowledge sharing.

Qualifications

• A degree (BSc/MSc/PhD) in Physics, Materials Science, Engineering, Electronics, or a related discipline.
• Practical experience with Nanoindentation and/or AFM systems is essential.
• Excellent customer service and interpersonal skills, with the ability to explain technical concepts clearly.
• Fluency in English (spoken and written); additional European languages (e.g., German, French, or Spanish) are advantageous.
• Willingness and flexibility to travel to customers as required.

Next Steps

If you’d like to learn more before applying, or have any questions please contact Applicants will be reviewed as quickly as possible, with successful applicants invited to a Teams call to learn more about the role.

Equal Opportunities

Oxford Instruments is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Oxford Instruments is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. Please get in touch if you require any reasonable adjustments within the interview process.

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