Field Service Engineer (UK & EU)

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore Technologies employs from multiple subject areas including molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of anything, by anyone, anywhere!

Field Service Engineer (UK & EU)

We are looking for a talented and motivated individual to join the Technical Services team as a Field Service Engineer (FSE) within Europe. As an FSE, you will be working within a cross-functional team to provide high-quality technical expertise and service on our platforms. You will be primarily responsible for installing, servicing, maintaining and supporting all our hardware products to enable customer success through effective utilisation of our devices.

This exciting and challenging role requires skill in troubleshooting, excellent verbal and written communication, effective time-management, situational awareness, confidence under pressure and the ability to work collaboratively.

The Details

Duties include, but are not limited to

• Install, upgrade, repair and maintain instruments at customer sites
• Provide technical support to customers, colleagues and contractors
• Proactively monitor, schedule and prioritise tasks to maximise instrument uptime and customer satisfaction
• Escalate repairs as needed, and be the primary point of contact for escalation-related activities
• Assist with the coordination of new installations, including large-scale installations, that require facility inspections and instrument validation
• Utilise and maintain up-to-date service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation for remote fixes when possible
• Manage all administrative tasks, including inventory levels, within ONT's CRM in a timely manner, making suggestions for improvements as needed
• Deliver IQ-OQ-PQ services at customer sites
• Build and maintain a strong relationship with strategic customers in the territory
• Work with Engineering, PM and Global Support to drive product performance monitoring and product improvement
• Work in conjunction with Sales and Marketing staff to coordinate new system placements, promote upgrades and timely contract renewals etc
• Train other FSEs, FAS colleagues and customers as required
  
  

What We're Looking For

• BSc in Mechanical/Electrical/Biomedical Engineering, with some experience in a similar role
• Linux OS experience and literacy a must
• Familiar with networking protocols and set up on Linux systems
• The ability to read electrical and mechanical drawings
• A driver's license
• Self-motivated to work independently and also adaptable to work as part of a team
• Able to communicate in a clear, concise, logical manner
• Good customer service skills
• Able to attend customer sites out of office hours
• Able to maintain effective quality systems and programs compliant with ISO 9001 and 13485 standards
• Supportive in account/customer visits, help train others where necessary, and identify sales opportunities and communicate them to the account team
• Able to communicate clearly with end-users and department managers on equipment status; maintain customer satisfaction
• open to frequent travel (up to 70%) is a part of this role

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.