Customer Support and Service Engineer - nanoindenters

Customer Support and Service Engineer – nanoindenters

Date: 6 Jan 2026

Location: Zurich, CH

Job Function: Business

Business Unit: Materials Analysis

We are hiring a Technical Support and Training Specialist – nanoindentation to provide expert-level technical support and training across our standalone and in-situ nanoindenter product lines. This role involves acting as the primary technical and applications resource for customers, field support engineers, and distributors. You’ll travel internationally to deliver onsite support for complex technical escalations and specialized training sessions. The ideal candidate will be highly self-motivated, possess exceptional problem‑solving capabilities, and be ready to contribute to our global technical support helpdesk.

Responsibilities

• High level onsite technical support for critical customer escalations and first‑time installations of new products.
• Act as a primary technical support contact for the product range. Accepting customer telephone calls, logging problems, attempting to resolve problems over the telephone and by using remote control techniques.
• Receiving all initial calls in a positive, helpful and constructive manner and to communicate with the customers in a timely manner concerning the status of problems to ensure customer dissatisfaction does not occur.
• Support field engineers and distributors when they are at the customer site with technical and training queries.
• Provide face‑to‑face and remote training for engineers and customers.
• Develop and roll out training products to customers, engineers and distributors.
• Promotion and delivery of onsite consultancy and training services.
• Take ownership of customer problems and liaise with internal departments to resolve issues, escalating issues to the technical support manager as required.
• Prepare troubleshooting guidelines/digital support products for engineers and customers.
• Develop and maintain records of problems and solutions using \“knowledge centred support\“ methodology.
• Follow up with customers to ensure smooth equipment operation, including participation in surveys relating to CS and product performance.
• Input into new product development (NPI), ensuring that both current and future needs of the support organisation are fully considered in new product design.
• Produce product release materials to ensure the global team are up to speed with new products as they are released, and the appropriate support policies are written and published.
• Liaise with development groups in the writing and testing of installation procedures for new or updated equipment.
• Proactively manage EoL via tech support and onsite service channels.
• Promote a positive image of Oxford Instruments Materials Analysis / Customer Support in all communications, whether in person, by telephone or written.
• Advise customer on availability of instrumentation related options, upgrades and support contracts to keep the customer up to date and satisfied and optimise service revenue streams.
• Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with the local global offices to ensure stock levels are appropriate.

Qualifications

• Science Degree/PhD preferably in Electronics, Physics, Materials Science, Metallurgy, or Mechanical Engineering.
• Extensive knowledge in materials science field, in particular metals, as well as solid understanding of mechanical test principles would be preferred.
• Experience in operating nanoindentation instruments and/or performing mechanical characterization of materials at the micro- and nanoscale would be ideal.
• Additional language would be an advantage.
• A sound understanding of electronics and PC set up is essential.

Location: Our nanoindenter team are based in Buchs, Zurich, this is an onsite based role.

Next Steps: Please submit your CV and covering letter, highlighting your relevant experience. Applications are to be submitted in English. Shortlisted candidates will be contacted for an initial exploratory call. If you would like any additional info, please email . Please note that applications are not accepted via email.

#J-18808-Ljbffr