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- Tasks: Act as a vital link between software engineers and customers, resolving complex challenges.
- Company: Join a leading tech company in Severn Beach, Bristol with a focus on innovation.
- Benefits: Enjoy competitive salary, 25 days leave, private healthcare, and flexible benefits.
- Other info: Dynamic role with opportunities for career growth and a supportive work environment.
- Why this job: Make a real impact by supporting cutting-edge software and enhancing customer relationships.
- Qualifications: Degree in Software or related field; experience with complex systems and software integration.
The predicted salary is between 40000 - 50000 ÂŁ per year.
We are thrilled to announce a fantastic opportunity for a permanent Software Customer Service Manager position located in Severn Beach, Bristol. In this role, you will act as a vital link between our Field Service Software Engineers and the Software Engineering team, driving the swift resolution of complex challenges while fostering continuous improvement through effective training, knowledge sharing, and valuable customer feedback. Additionally, you will provide exceptional support for OIPT software to clients in EMEAI and to external OIPT staff (including Process and Service Engineers) globally.
Key Responsibilities
- Escalation Management & Incident Command
- Point of contact for software‑related escalating troubleshooting with complex issues.
- Act as incident lead during high‑severity issues—coordinate software engineering, service, and communications; run post‑incident reviews.
- Serve as the go‑to for advanced troubleshooting and coordination with software engineering.
- Support OIPT in a global HVM process support role.
- Tiger Teams: Rapid Response, Landing Team, 1st in fab team (complex or HVM).
- Lead in process L2 escalations to meet specifications.
- Visit customers where software reported issues are impacting the customer relationship.
- Support peak demand in EMEAI, ASIA, or US regions for acceptance requirements.
- Work closely with HVM customers and OIPT on Continuous Improvement Projects as required.
- Build trusted relationships with Service Engineers.
- Provide 2nd line support of field service engineers and customers.
- Diagnose and solve software and hardware problems by phone and email, including communication with non‑native English speakers.
- Track high‑impact or complex installations and upgrades proactively.
- Customer facing during the tender process.
- Answer technical questions and provide solutions to new requirements.
- Demonstrate software to customers during system acceptance.
- Support training of OIPT staff for new developments.
- Liaise with Sales Team to provide useful background information.
- Support the Head of Global Service in developing accounts for future business.
- Provide detailed and accurate record of expenses incurred on behalf of the Company.
Education / Qualifications
- Apprenticeship and/or Degree in Software, Computing or a related field.
Professional Skills / Abilities
- Semiconductor/advanced manufacturing experience.
- Experience with complex systems, log analysis and diagnostics, and software‑hardware integration.
- Knowledge of semiconductor processing techniques and system design.
- In‑depth knowledge of Windows software and experience working on real‑time control systems.
- Knowledge of hardware interfacing, including electrical schematics, is also desirable.
- Experience with remote diagnostic tools and service environments, C#, .NET Core, WPF framework, C++, C, SQL (MySQL), and PLC programming.
- Azure DevOps for task tracking and GitHub for version control & CI/CD pipelines.
- Solid experience with several network protocols, TCP/IP, UDP, Modbus, EtherCAT, etc.
Personal Qualities
- Calm under pressure – thrives in escalation scenarios.
- Excellent communication with customers and internal teams.
- Enthusiastic and agile approach to complex tasks.
- Can embrace ambiguity, extract necessary information, and define clear objectives.
- Ability to learn new technology and processes quickly.
- Ability to convey ideas both technically and appropriately for the audience.
- Shares information and knowledge to improve own and others' contribution to the business.
- Coaching mindset.
Benefits
- In addition to a competitive starting salary, structured career development opportunities, and a good work‑life balance, Oxford Instruments offers 25 days annual leave, early finish on Fridays, private healthcare, a share incentive plan, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability. We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us.
Software Customer Service Manager employer: Oxford Instruments plc
Contact Detail:
Oxford Instruments plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to software customer service. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled complex issues in the past—this is your chance to shine!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Software Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Software Customer Service Manager role. Highlight your experience with complex systems and any relevant software skills, like C# or SQL, to show us you’re the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background in semiconductor or advanced manufacturing makes you a great candidate for us.
Showcase Your Communication Skills: Since this role involves liaising with various teams and customers, make sure to demonstrate your excellent communication skills in your application. We want to see how you can convey technical information clearly!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Oxford Instruments plc
✨Know Your Software Inside Out
Make sure you’re well-versed in the software and systems mentioned in the job description. Brush up on your knowledge of Windows software, real-time control systems, and any relevant programming languages like C# or SQL. This will help you answer technical questions confidently.
✨Prepare for Escalation Scenarios
Since the role involves managing high-severity issues, think about past experiences where you’ve successfully handled escalations. Be ready to discuss specific examples that showcase your calmness under pressure and your problem-solving skills.
✨Showcase Your Communication Skills
As a Software Customer Service Manager, you'll need to communicate effectively with both technical teams and non-technical customers. Practice explaining complex concepts in simple terms, and be prepared to demonstrate your ability to build relationships with service engineers and clients.
✨Emphasise Continuous Improvement
The role focuses on fostering continuous improvement through training and feedback. Think of ways you've contributed to process improvements in previous roles. Be ready to share ideas on how you can enhance customer support and training for OIPT staff.