Customer Support Engineer

Found in: beBee jobs CN - 7 days ago

Beijing, Beijing, China Oxford Instruments Plc Full time

Role Details


Business, Location:



Service, China



Role:



Customer Support Engineer



Reports to:



Service Operations Manager - Instruments



Direct Reports:



N/A



Primary Purpose:



To install, provide on-going maintenance and customer training on OI instruments. To establish and maintain a high level of customer satisfaction and confidence by appropriate actions and attitude.

To support the achievement of service revenue (contract, training, upgrade, consumable)


Key Responsibilities

  • 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.
  • 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.
  • Promote a positive image of Oxford in all activities with customers and maintain a high level of customer satisfaction.
  • Driving increased productivity through utilization of remote tools and technical skills.
  • Initiate field service reports for each customer visit / repair to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty, and customer / instrument history.
  • Submit reports and information on recurring or potential problems.
  • Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies, and manuals.
  • Perform work safely at all times, maintaining an up-to-date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
  • Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary. Participate in training and development activities as required.
  • To be able to travel frequently and working under pressure (50% of working hours at customer sites expected)
  • Other tasks assigned by team & company.

Indicative Performance Measures

  • Customer satisfaction
  • Reasonable call volume and first-time solution rate
  • Rational use of work hour and materials to complete the assigned work
  • Timely and accurate reporting

Person Specification – Essential requirements unless stated


Education / Qualifications:

  • Bachelor's degree or above
  • Major in physics, chemistry, biophysics, material science, engineering, or similar fields
  • 2-3 years' working experience in the field service function in the scientific instruments industry


Professional Skills/ Abilities:



Soft Skills:

  • Good communication skills:customer interactions,internal communication
  • Good time management skills
  • Good problem-solving skills
  • Logical thinking ability
  • Organised, with solid administrative/reporting skills.
  • Maintaining composure under pressure

Technical Skills (Prefer):

  • PC Hardware,software and network setup and basic troubleshooting
  • Oscilloscope/Multimeter use
  • Reading Electrical/Mechanical Schematics
  • PCB-level Soldering (Prefer)
  • Working with RF Power/Crygenic Liquids/Radiation/High Vacuum (Prefer)

Other Skills:

  • Good English reading, writing, and speaking skills.
  • Good PC knowledge, both hardware & software.
  • Driving License is preferred.


Personal Qualities:

  • Teamwork and adaptable
  • Self-motivated and can work effectively with little supervision.
  • Proactive, completes activities with minimal support. Initiates actions to develop new and better ways of working.
  • Constructively challenges the way things are done and takes actions that improve personal and team outcomes.

#LI-TJ1

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