Customer Support Engineer - Beijing

• 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.

• 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

• 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

• 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

• 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)

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

• 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.

Oxford Instruments