At a Glance
- Tasks: Act as a vital link between software engineers and customers, resolving complex challenges.
- Company: Join Oxford Instruments Plasma Technology, a leader in micro- and nano-structure engineering.
- 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 innovative software solutions for global clients.
- Qualifications: Degree in Software or related field; experience with complex systems and software integration.
The predicted salary is between 37800 - 46200 £ 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
- You will provide advanced software expertise and rapid escalation support to Customer Service Engineers in the field, ensuring timely resolution of complex technical issues, maximising customer uptime and feeding systemic improvement back into Product and Engineering teams.
- 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 comms; 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, supporting
• Tiger Teams
- Rapid Response.
- Landing Team.
- 1st in fab team (complex or HVM).
- Lead in process L2 escalations to meet specifications.
- Visiting customers where software reported issues are impacting the customer relationship.
- Support in peaks in EMEAI, ASIA or US requirements for acceptance.
- Work closely with HVM customers and OIPT on Continuous Improvement Projects as required.
- Field Relationship & Liaison
- Build trusted relationships with Service Engineers.
- 2nd line support of field service engineers and customers.
- Diagnosis and solution of software and hardware problems both by phone and email. This includes communication with people where English is not their first language.
- Monitoring Critical Field Installations.
- Track high-impact or complex installations and upgrades and proactively.
- System acceptance & customer training.
- Customer facing during the tender process.
- Answer technical questions & provide solutions to new requirements.
- Demonstrate software to customers during system acceptance.
- Support in 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 expense 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 and WPF framework, C++, C, SQL (My SQL), and PLC programming.
- Azure Dev Ops for task tracking and Git Hub for version control & CI/CD pipelines.
- Solid experience with several network protocols, TCP/IP, UDP, Modbus, Ether CAT 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 as best suited to the audience.
- Shares information and knowledge to improve own and others contribution to the business.
- Coaching mindset.
At Oxford Instruments Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.
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
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.
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Software Customer Service Manager employer: Oxford Instruments plc
Oxford Instruments plc is an exceptional employer located in Belfast, offering a dynamic hybrid working model that promotes work-life balance. With a strong commitment to diversity and inclusion, employees are encouraged to grow within a collaborative environment, benefiting from a comprehensive package that supports both professional development and personal well-being. Join a team that is at the forefront of scientific innovation, making meaningful contributions to research and industry.
StudySmarter Expert Advice🤫
We think this is how you could land Software Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oxford Instruments plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Oxford Instruments plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Customer Service Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Oxford Instruments plc:Your cover letter is your chance to shine! Tell us why you want to work at Oxford Instruments plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Oxford Instruments plc!
How to prepare for a job interview at Oxford Instruments plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
