Hardware Integrations

At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.

We dedicate ourselves to broadening the realms of human potential, and we are actively seeking an enthusiastic and devoted Service Operations Insight Analyst to join our pioneering team. We believe in the power of relentless curiosity and the pursuit of excellence, and we invite you to join us in shaping the future of scientific exploration and healthcare breakthroughs.

This role will begin with a hands-on focus in production, supporting the build of sub-assemblies to relieve manufacturing capacity constraints while gaining deep product, hardware, test, and automation training. As the role matures, it will transition into a service and analytics–focused position responsible for driving customer satisfaction and service contract retention through data-driven insights and operational execution, including ownership of the customer ticketing system to ensure timely resolution, high-quality metadata logging, and actionable insights for product and quality teams, while continuing to provide hands-on support for service, repairs, and diagnostics so that hardware production skills remain a core and actively used part of the role.

• Support production by building sub-assemblies and assisting with hands-on hardware assembly to relieve manufacturing capacity constraints and accelerate training.
• Support in resolving gaps and ensure software vs hardware issues are clearly distinguished.
• Support root cause analysis of system failures through in-house testing, remote diagnostics, and collaboration with software and product teams.
• Assist in ticket triage related to new product issues to ensure fast, accurate escalation and closure.
• Contribute to internal documentation, fault-finding guides, and work instructions based on early product learnings.
• Assist in automation to increase operational efficiency and workflows
• Own and manage the customer ticketing system end-to-end, ensuring timely resolution, clear ownership, and accurate, consistent metadata logging for actionable insights.
• Act as the bridge between customers, field service engineers, and software teams to distinguish hardware, software, and IT-related issues.
• Deliver hands-on service support including diagnostics, repairs, scheduled preventative maintenance, and on-site or remote troubleshooting.
• Prepare and file repair and maintenance reports in line with internal reporting standards.
• Analyze fleet and service data to identify trends in failures, system usage, customer behaviour, and service contract churn.
• Proactively segment the customer base by health, satisfaction, and renewal likelihood.
• Gather and report structured customer feedback to the Senior Manager, Operations relating to experience, new feature requests, and product improvements.
• Develop and recommend data-driven strategies to improve service contract renewals in collaboration with the commercial team.
• Build and maintain automation, dashboards, and KPI reporting for service performance, escalations, and recurring issues.
• Generate regular reports on ticket trends, root causes, and product reliability to inform quality, engineering, and product roadmaps.
• Contribute to the internal knowledge base including troubleshooting guides, FAQs, and service workflows.

• 2+ years' experience in a hands-on hardware engineering, production, test, service, or mechatronics role, ideally within scientific instruments, automation, robotics, or complex electromechanical systems.
• Strong hardware engineering foundation with experience in assembly, test, fault-finding, and root cause analysis of electro-mechanical, optical, or precision systems.
• Proficient coding and automation skills (e.g., Python, MATLAB, LabVIEW, C/C++, or similar) with experience automating tests, data capture, reporting, or system integrations.
• Experience working at the interface between software and hardware teams, with the ability to clearly distinguish, diagnose, and communicate software vs. hardware issues.
• Strong data analysis capability using Excel, Python, SQL, or BI tools to identify failure patterns, system performance trends, and insights.
• Ability to build and maintain dashboards, KPIs, and automated reporting across service, production, and product reliability metrics.
• High attention to detail with strong discipline around documentation, metadata accuracy, and reporting standards.
• Excellent communication skills with the ability to translate between hardware, software, operations, and commercial teams.
• Self-driven, highly organized, and able to prioritise, chase, and drive closure across multiple teams and workstreams.
• Commercially aware, comfortable engaging with customers on technical performance, value, and support options as the role matures.
• Previous exposure to scientific instrumentation, life sciences tools, automation equipment, or complex systems.
• Hands-on experience in hardware assembly, test, validation, or production support within a regulated or quality-controlled environment.
• Familiarity with manufacturing quality processes, traceability, non-conformance handling, and root cause analysis.
• Comfortable working across production, NPI, and early service support environments.
• BSc (or equivalent) in Engineering, Physics, Computer Science, Mechatronics, Robotics, or a related technical discipline (or equivalent practical experience).
• Experience using and maintaining ticketing, asset, or issue-tracking systems (e.g., Zoho Desk, Jira, ServiceNow, Zendesk, or similar) for logging faults, tests, and repairs.
• Comfortable delivering hands-on service activities including diagnostics, repairs, and preventative maintenance as the role transitions into service.

At ONI, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace.

As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. But that's not all - our perks include:

Competitive Compensation We recognise and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized.

Time Off That Counts 28 days of annual leave plus bank holidays and 4 dedicated wellbeing days

Onsite Gym Facilities Stay active and energized with our convenient onsite gym, promoting your overall health.

Private Healthcare and Dental Coverage Your health matters to us. Access top-notch medical and dental services, ensuring your well-being is in good hands.

Inclusive Culture Be a valued member of our diverse, inclusive family. Your unique perspective is celebrated here, fostering a culture of mutual respect and understanding.

Health Assured Your mental health is essential. Access our comprehensive mental health support services for a balanced work-life experience.

People's Pension Secure your future with our pension scheme, investing in your financial well-being beyond the workplace.

Perks at Work Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life.

If you are driven by innovation, eager to make a significant impact in the realm of scientific and medical research, and possess the skills and passion we are looking for, we invite you to apply and be a part of our mission to improve our understanding of the details of life.