Customer Support & Service Engineer

Job Overview

Field Service Engineer – Remote in Germany (Frequent travel up to 60%)

Location: Wiesbaden, Germany (also Ulm, Germany)

Business Function: Business

Business Unit: Materials Analysis

Materials Analysis is an Oxford Instruments Business Unit that manages our Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the wider Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X‑Ray Technology. 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.

Responsibilities

• Provide onsite and remote technical support for all I&A product lines with a specialty in Nanoindentation and AFM systems.
• Perform onsite installations, software setups, and user training.
• Diagnose, troubleshoot, and resolve hardware, software, and application issues.
• Act as a trusted advisor to customers, optimizing system use and achieving research or production goals.
• Conduct regular preventive maintenance visits to keep instruments in optimal condition.
• Perform onsite repairs and communicate root causes and solutions.
• Maintain accurate service records in the field service management system.
• Deliver comprehensive customer training – calibration, operation, advanced techniques.
• Assist customers in optimizing workflows and developing best practices for specific applications.
• Coordinate with internal teams (applications, R&D, product management, sales) for customer outcomes and product improvement.
• Provide customer insights, product needs, and technical challenges to Service Business Manager and Service Product Manager.
• Promote service products (support contracts, upgrades, accessories) and provide leads to sales.
• Support new product introductions by ensuring field readiness for installations and troubleshooting.
• Generate detailed site reports, installation records, and risk assessments.
• Submit timely updates on open issues and contribute to team knowledge sharing.

Qualifications

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

Next Steps

If you would 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 and Reasonable Adjustments

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 let us know if you require any reasonable adjustments during the interview process.