At a Glance
- Tasks: Act as a vital link between software engineers and customers, resolving complex challenges.
- Company: Dynamic tech company in Severn Beach, Bristol, focused on innovation.
- Benefits: Competitive salary, 25 days annual leave, private healthcare, and flexible benefits.
- Other info: Structured career development and a supportive work-life balance.
- Why this job: Make a real impact by enhancing customer trust and improving software solutions.
- Qualifications: Degree in Software or related field; experience with complex systems and software integration.
The predicted salary is between 31500 - 38500 £ 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.
- Your contribution will reduce customer downtime, enhance customer trust, protect revenue, improve Customer Service Engineer capability and confidence and accelerate feedback loops from the field to OIPT.
- 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.
- 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.
- Monitoring Critical Field Installations.
- System acceptance & customer training.
- 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.
- Experience with remote diagnostic tools and service environments, C#, .NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming.
- 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.
- Ability to learn new technology and processes quickly.
- Coaching mindset.
- Competitive starting salary.
- Structured career development opportunities.
- Good work-life balance.
- 25 days annual leave.
- Early finish on Fridays.
- Private healthcare.
- Share incentive plan.
- Defined contribution Group Personal Pension Plan.
- Flexible benefits package that you can tailor to your own requirements.
Benefits
Software Customer Service Manager employer: Oxford Instruments
Oxford Instruments is an excellent employer, offering a dynamic work environment in Severn Beach, Bristol, where collaboration and innovation thrive. With a strong focus on professional growth, employees benefit from ongoing training and development opportunities, alongside a competitive salary and comprehensive benefits package that supports work-life balance. Join us to be part of a team that values your contributions and fosters a culture of excellence in technical documentation.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Oxford Instruments 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!
How to prepare for a job interview at Oxford Instruments
✨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.
