Service Support Team Lead - EMEA
Bristol, UK
55m ago

Introduction : At Oxford Instruments Plasma Technology, We offer flexible, configurable process tools and leading-edge processes for the precise, controllable and repeatable engineering of micro-

and nano-structures. Our systems provide process solutions for the etching of nanometre sized features, nanolayer deposition and the controlled growth of nanostructures.

These solutions are based on core technologies in plasma-enhanced deposition and etch, ion-beam deposition and etch, atomic layer deposition, deep silicon etch and physical vapour deposition.

Role Purpose Achieving and exceeding the customer expectations by delivering timely responses and resolutions to customer issues.

Daily organisation of the Service Support team engineers within the EMEA region. Resource planning to meet deadlines around commissioning and acceptance as well as routine PM visits and repair calls.

Key Organise team members for installations and work closely with process engineering department to manage schedules. Sell Service contracts, upgrades and spares within the designated area.

  • Manage the system acceptances / sign-off phase for all systems, within the designated area. To organise the Support solutions Team in the designated area;
  • this includes PDRs, expense and timesheet signoffs / submissions, travel approval, work allocation, SID and diary administration etc.

    Keeping the customer regularly updated with informed on all issues, queries and problems received into the support solutions team To achieve the effective scheduling of FSEs in the designated area.

    Manage customer calls to provide an excellent customer experience and the incoming customer support requests in a timely and efficient manner.

    Make sure the field engineers return all relevant documentation in a timely manner. Supervise all relevant processes and procedures are being followed by the filed engineering team Complete and submit department KPI’s monthly or as when required to Head of service EMEA.

    Plan, organise and schedule all pre-installation, install, warranty and upgrades for the designated area. Plan, organise and schedule all preventive maintenance and FCO’s aiming to reduce the outstanding backlog.

    Deputise for the Head of Service EMEA when necessary. You will ensure that staff are appropriately trained and competent, to understand the importance of high standards of health, safety and environmental performance, including their roles and responsibilities within the relevant frameworks.

    KPI's : Reducing the monthly Level of open internal and external calls. Reducing the Outstanding installation backlog, PM and FCO backlog.

    Providing timely responses to calls and delivering an exceptional customer experience. Reducing the days taken for installations.

    Education / Qualifications : HNC or equivalent. BSc or 10 years time served in discipline preferred. Professional Skills / Abilities : Technical support skills.

    Financial awareness. Customer focused. Previous support management skills. Develops well thought-through plans to deliver their objectives preferred.

    Benefits : In addition to a competitive starting salary, Oxford Instruments also offers structured career development opportunities, a good work-

    life balance, private healthcare, a share incentive plan, 25 days annual leave, half-days on Fridays, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.

    25 days annual leave, half-days on Fridays, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.

    If this role sounds of interest to you, please apply with your updated CV.

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