Customer Support Engineer

Quantum Detectors is a spinout from STFC and Diamond Light Source, based at Harwell Campus. We develop advanced detector technology for the X-ray and Electron Microscopy markets. Our cutting-edge products are installed at prestigious research facilities all over the world.

We are looking for a new Customer Support Engineer to join our team. The Customer Support Engineers ensure that our customers have a great experience with our products. They are the face of Quantum Detectors and should embody our brand and our values. They are responsible for calibration, service and repair of our products, installations and updates in person and remotely. The ideal candidate will be a technically minded individual and have a proven track record in fault finding and diagnosis of electronic and software systems.

The position requires close interaction with external customers and our own multidisciplinary teams, so good communication skills are essential. UK and overseas travel including overnight stays will form an important part of this role, with up to 50% of time being spent off site.

Responsibilities

• Perform installations including acceptance testing, remotely and in person
• Perform post installation base user training
• Taking ownership of customer issues reported and seeing problems through to resolution
• Prioritise and manage several open issues at one time
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Fault finding and defect rectification
• Provide technical responses and be part of a team that maintains high standards for our customers
• Follow up with customers to ensure systems are fully functional after troubleshooting
• Maintain full and accurate records of all work carried out, in accordance with company procedures
• Document technical knowledge in the form of manuals and work instructions
• Analyse trends in incidents and seek to ensure root causes are addressed by suggesting improvements
• Work with Engineering and Production to implement and improve the commissioning of new and existing products.
• Support revenue growth, cost savings and operational efficiencies, while maintaining high levels of customer satisfaction

Essential qualifications and experience

• Industry experience, ideally in scientific instrumentation, however training will be provided
• Ability to use oscilloscopes, test bench equipment
• Familiar with Windows and Linux operating systems
• Excellent communication skills, both oral and written.
• Proactive approach to self-development and throughout your work to ensure the highest levels of customer satisfaction

Desirable qualifications and experience

• Previous experience in a customer facing technical support role is highly desirable
• Experience with Programming languages
• Previous experience in Radiation safety would be advantageous

Further Information

As part of a fast-growing company, you will have the opportunity to work on a wide range of tasks and responsibilities, which may sometimes be outside of your standard role. We work as a close team, with an all-hands-on deck attitude.

The successful candidate will become part of a supportive team and will benefit from excellent facilities at the world class Harwell Oxford science campus (sports facilities, cafes, social club, library, restaurant, etc).

No agents please, our retained HR Consultants are looking after this vacancy on our behalf.

Location: Harwell, Oxford
Contract type:Permanent
Salary: 30,000 - 45,000 per annum
Benefits: 30 days holiday plus bank holidays, hybrid working, pension

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