Factory Service Engineer

Oxford Instruments•Santa Barbara, CA

8d•Onsite

About The Position

Oxford Instruments Asylum Research is seeking a hands-on Factory Service Engineer to support factory service, repair, troubleshooting, testing, and continuous improvement of advanced Atomic Force Microscope (AFM) systems and related components at its Santa Barbara facility. This in-person role partners with Production, Test, Engineering, and other teams to diagnose technical issues, restore equipment to specification, and provide reliable support for customers and internal operations. The engineer also provides customer-focused technical support, offering timely updates, clear explanations, and responsive service to build trust and minimize downtime. The role includes systematic fault isolation, preventive maintenance, calibration, upgrades, refurbishment, verification testing, and accurate documentation of service work. The engineer contributes to root-cause investigations and improvements to service processes, documentation, test methods, and product design, while following safety, quality, ESD, and documentation requirements. Oxford Instruments develops scientific instrumentation and technology used by industrial companies and research communities. Asylum Research designs, builds, and sells AFMs for analyzing material properties. The company describes its purpose as accelerating breakthroughs that create a brighter future and emphasizes customer focus, follow-through, focused work, teamwork, and trust.

Requirements

At least 5 years of relevant hands-on experience in electrical, mechanical, scientific, or precision instrumentation work, with demonstrated ability to troubleshoot and resolve complex technical issues.
Working knowledge of electronic and mechanical troubleshooting techniques and ability to interpret schematics, drawings, specifications, and technical procedures.
Experience using common diagnostic and test equipment such as digital multimeters and oscilloscopes, as appropriate to the work.
Strong analytical problem-solving skills and a disciplined, methodical approach to fault isolation and root-cause identification.
Ability to perform precise hands-on work with delicate components and assemblies while following documented processes and quality requirements.
Clear written and verbal communication skills and ability to document technical work accurately.
Ability to work independently and collaboratively in a cross-functional, in-person factory environment.
Ability to prioritize multiple service activities while maintaining attention to detail, quality, and customer needs.
Strong customer service orientation, including active listening, effective diagnostic questioning, setting clear expectations, and communicating technical information to customers with varying levels of technical expertise.
Professionalism, responsiveness, patience, and sound judgment when managing customer concerns, competing priorities, and time-sensitive service needs.
Ability to build collaborative relationships with customers and internal teams while maintaining ownership through communication, follow-up, escalation, and resolution.

Nice To Haves

Bachelor’s degree in Electrical Engineering, Mechanical Engineering, Physics, Applied Science, or a related technical field.
Experience servicing, building, testing, or supporting AFMs, scanning probe microscopes, optical systems, motion-control systems, vacuum systems, or other precision scientific instruments.
Experience in a technical service, depot repair, manufacturing engineering, sustaining engineering, or field service environment.
Familiarity with basic software, networking, or computer hardware troubleshooting used with laboratory instrumentation.
Experience with ERP, CRM, service case management, or quality management systems.
Experience working within ESD-controlled environments and formal quality systems.
Customer-facing technical support or field service experience.
Experience providing customer training, remote technical support, or communicating service recommendations and repair outcomes for complex scientific or analytical instrumentation.

Responsibilities

Diagnose, troubleshoot, repair, and test AFM systems, subassemblies, electronics, mechanical assemblies, and related accessories returned for factory service.
Perform systematic fault isolation using schematics, technical documentation, diagnostic tools, test equipment, and established service procedures.
Complete preventive maintenance, calibration, upgrades, refurbishment, and verification testing to ensure serviced equipment meets applicable performance and quality requirements.
Document troubleshooting steps, repairs, parts used, test results, and final disposition in service and quality records.
Partner with Engineering, Manufacturing, Quality, Applications, and field service teams to resolve complex or recurring product issues and provide technical feedback.
Support root-cause investigations and corrective actions by identifying failure trends and recommending improvements to service processes, documentation, test methods, or product design.
Maintain service work areas, tools, test fixtures, and equipment in a safe, organized, ready-to-use condition.
Communicate status, findings, risks, and priorities effectively with internal stakeholders and, when appropriate, support technical communications related to customer service cases.
Provide responsive, professional technical support for customer service cases by listening, clarifying symptoms and expectations, and communicating findings and next steps clearly.
Build customer confidence through dependable follow-up, accurate commitments, and keeping customers informed during repair or support processes.
Support remote troubleshooting and technical guidance when appropriate to resolve issues, minimize downtime, and determine whether equipment should be returned for factory service.
Provide system operation, maintenance, or user familiarization guidance when appropriate.
Manage service interactions professionally and empathetically, including technically complex or time-sensitive situations, and escalate issues appropriately.
Follow company safety, quality, ESD, and documentation requirements when handling precision scientific instrumentation and components.
Assist with developing and improving factory service procedures, troubleshooting guides, training materials, and test methods.
Perform other duties as assigned.