Field Service Engineer

Role Details

Key Responsibilities

Installation and Maintenance

• Installation of WITec Raman Microscope including RISE and related products to end-users or OEMs.

          Cooperate with Oxford Instruments nano analysis field engineers and electron microscope manufacturer engineers in               RISE installation.

• Provide customers with on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function and system care.

• Troubleshoot, maintenance and repair of WITec products, 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.

• Promotion for sales of WITec maintenance contracts and service products.

Customer Contact

• Communicate with customers in a timely manner concerning the status of installation, repair and solutions to their application issues.

• Promote a positive image of Oxford Instruments and WITec in all communications with customers, and with other BU’s 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.

• Advise customers on the availability of WITec products related options, upgrades support contracts, and other Oxford Instruments products.

Field Reporting

• 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 / service history.

• Submit reports and information to WITec factory on recurring or potential problems.

• Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies, and manuals.

General

• Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
• Provide various technical reports such as “field installation / repair”, “incident review” and “corrective action requests” together with administration reports such as “time & expense” within the agreed standards.
• Translate English Instruction manuals and related materials into Japanese.
• Support marketing / sales, furnishing leads for system sales, upgrades, support contracts and other market intelligence whilst in contact with the customer.
• Assist in knowledge transfer by training customers and other company employees when required.
• Maintain awareness of, and minimize where possible, the level of expense incurred in day-to-day support activities, both in terms of time involved and parts consumed.
• 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.
• Participate in training and development activities as required.
• Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the post, which might reasonably be required.

Person Specification – Essential requirements unless stated