Customer Support Engineer

4 months ago

Yarnton, United Kingdom Oxford Metrics Plc Full time
DescriptionAre you interested in working on products at the very cutting edge of technology? Want to join Vicon, an Academy Award®-winning company, and the world’s largest supplier of precision motion capture and tracking systems? Vicon is the world leader in motion capture technology, developing high performance software and hardware products for the entertainment, engineering and life science industries. Vicon products have been used in major feature films, games, and commercials, and Vicon is a crucial measurement tool for biomechanics, robotics, and cutting-edge science. We have offices in Oxford, Denver, Los Angeles and New Zealand.

Vicon is a subsidiary of Oxford Metrics Plc.   

Role Summary: We have an immediate opening for a Customer Support Engineer to join an experienced support team based in Oxford. Your role will be focused on supporting our customers in the various industries using motion capture, primarily in Life Sciences and Engineering. Duties will include email and telephone support, testing of systems and software, technical demonstrations and various computer-based and physical housekeeping activities.  You will be required to travel in the UK and internationally to provide installation and training for Vicon hardware and software.

The role is varied, and you will enjoy a busy professional environment in the office and at our customer sites. You will operate in many interesting technical fields. You will be organised and confident and thrive as part of a team.
Key Responsibilities
  • Customer Support: Provide first-line technical support to Vicon customers using various methods, such as telephone, email, video calls, and desktop sharing. 
  • Documentation: Accurately document customer issues and installations, clearly capturing all important details. Ensure tickets, customer account contacts, processes, and procedures remain current. 
  • Installation and training: Plan and deliver installation and commissioning of new motion capture systems and software training. Travelling in the UK and internationally approximately 10 – 20% of the time
  • Product Support: Create content for effective support and promotional purposes, such as documentation, website FAQs, tutorials, videos, and working examples.
  • Testing: Test software and hardware to quality-assure Vicon products before release. Replicate and record bugs and feature requests from customers.
  • Demonstrations: Assist Senior Engineers and the Sales team by developing effective demonstrations for prospective clientele and partners. Represent Vicon at trade shows, conferences, and events.

Required Skills, Knowledge and Expertise
  • Graduate in a relevant numerate/technical discipline or 3 years of relevant industry experience. 
  • Good written communication in all spoken languages. 
  • Able to undertake domestic and international travel. 
  • Confident & able to communicate professionally at all levels. 
  • Excellent presentation skills. 
  • Self-motivated and resourceful in finding solutions by working with others 
  • Organised and able to prioritise tasks working alone or within a team 
  • Good computer skills using a variety of Windows desktop applications 
  • The right to legally live and work in the UK
 Strong candidates will have:
  • Solid biomechanics or bioengineering background
  • Knowledge of one or more of the following: MATLAB, Python, Visual3D, Labview
  • Experience in creating video or tutorial content
  • Previous customer service or customer support experience, ideally in a technical background

Benefits·       Competitive salary·       10% Company Pension·       25 days Annual Leave + Bank Holidays ·       Life Cover·       Private Medical with Optical / Dental Insurance·       Permanent Health Insurance·       Cycle to work scheme. ·       Free On-site Parking Ever since 1984, Oxford Metrics has been enabling the interface between the real world and its virtual twin. It was in that year we introduced our first Vicon motion capture system and we’ve been providing a bridge between the physical and digital world ever since. 

We have a track record of creating value by incubating, growing and then augmenting through acquisition, unique technology revenue streams. Today we have around 10,000 active customers in 70+ countries including some of the biggest names in healthcare, research, sports, engineering and entertainment.

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