At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With high-performance scientific digital cameras, spectroscopy and microscopy systems from Andor Technology, our customers in industry and academia can explore everything from photons to galaxies as they develop new treatments for diseases, and search for Earth-like exoplanets orbiting distant stars.

Role: Technical Support Representative – Imaris Software
Location: Singapore / Taiwan / Australia / Korea / Japan
Reports to: Imaris Sales Manager
Main Function of the Job
The primary role of the Technical Support Specialist is to provide technical and application support for users of Bitplane’s Imaris 3D/4D advanced image analysis software. This role will also support third party deconvolution /alignment packages, database setup and management. This is an ideal position for a biological scientist or an engineer who has a deep interest in imaging and microscopy.
A desired candidate for this position will have a strong background in advanced microscopy (confocal, spinning disk etc.) and image analysis. Additionally, it is necessary to have strong computer skills and well-founded biological knowledge (ideally with a master’s or a Ph.D. degree in cell biology, neuroscience, or a relevant field). Strong English speaking and written ability is required. The ability to explain complex concepts in a concise manner is also necessary for this position. Passion for scientific innovation is a must.
This position will require domestic and international travel, with all expenses paid by the company.

Key responsibilities:
TECHNICAL SUPPORT (40% of time)
Rapidly assess the customer’s needs and provide the best solution for the problem in a professional and effective manner by performing the following tasks: Provide e-mail/telephone/online responses to incoming customers’ technical questions in a timely manner and maintain a high level of customer satisfaction. Maintain accurate records of all interactions with customers. Test pre-release versions of Imaris alpha and beta and actively provide feedback for bugs and feature requests to Bitplane Research and Development. Maintain and strengthen relationships with scientists from key research centers by providing exceptional support. Continually compile market information/intelligence on latest scientific innovation to assist in the shaping of future company strategy and product development.

Application Support (30%)
Rapidly assess the customer’s endpoints and provide the most optimal solution for the application in a professional and effective manner by performing the following tasks: Explore the best path to the solution by researching available tools within Imaris and via other tools (e.g. Imaris XTensions). Exceptional problem-solving skills are required. Communicate the solution to the customer via a live online screen sharing session, or prepare an application note that concisely and clearly describes the steps taken to arrive at the solution or e-mail/telephone effectively and succinctly. Provide support for the sales team by preparing data for presentation purposes

Training Online and Onsite (20%) Provide online training for Imaris users. Conduct user group meetings and training workshops in 3D/4D visualization.

Scientific Conferences/Advanced Image Analysis/Microscopy Courses (10%) Represent and promote Bitplane in a professional manner at scientific conferences. Participate in advanced optical microscopy/image analysis courses as commercial faculty.

Any other duties as may be reasonably requested from time to time by the line manager.

Person specification
Education and experience
Essential
Bachelor’s degree in biological science, computer science or biomedical engineering
3-5 years’ experience in an Application or Technical Support Role
Experience in supporting technical and high value software or products
Business level English written and oral communication skills
Fluent in Microsoft tools, including Word, Excel, Powerpoint, Outlook
Technical knowledge of MAC & PC hardware, graphics cards, peripherals and networks
Desirable
Advanced Degree (MSc / PhD) in biology, life sciences, computer science or biomedical engineering
Experience in confocal, wide-field, live-cell imaging and advanced imaging analysis
Advanced knowledge of the full Bitplane Imaris product range and other image analysis software (Image J, Fiji, Micromanage, deconvolution, etc)
Multi-lingual (Chinese, Korean, Japanese)
Proficiency in programming languages (eg MatLab, C++, Python, etc)
Experience in database set-up and management within IT network set-ups

Behaviours and Competencies
Essential

Customer Focus:
Takes ownership of customer problems and issues, works to resolve them and see them through to resolution.
Is flexible, does “the right thing” and spends time understanding and meeting customer needs.

Critical Thinking & Problem Solving:
Demonstrates accountability for own decisions
Clearly defines the nature of a problem and articulates the required outputs for resolution

Planning & Organizing:
Plans and prioritizes workload efficiently and effectively
Structures work to achieve the best outputs

Additional Skills:
Good communication & interpersonal skills.
Team-oriented, methodical with attention to detail
Special circumstances
Flexibility to work outside core hours.
Ability to travel domestically and internationally to support customers and sales teams (20% of time)

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.

Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.