We are looking for a Field Service Supervisor to help us scale our next-generation laser processing platform. Opsydia is transforming security and traceability in the diamond gemstone industry with our precision laser technology, which can write tamper-proof, permanent identities inside diamonds and other precious gems. Our first deployed products, the Dx000 series systems, utilise optical techniques and machine vision to secure diamond identities on a commercial scale, supporting transparency and traceability initiatives for ethical supply chains. Our technology also provides a platform for next-generation functional devices in diamond. In the research and development stage it has a number of potential disruptive applications, from quantum devices to chemical and magnetic sensors. THE ROLE The Field Service Supervisor will play a critical role in overseeing and managing the technical support team, ensuring the highest level of service to customers globally. You will lead field service engineers, ensuring efficient coordination of installation, maintenance, and troubleshooting tasks, while maintaining exceptional customer relations. The role requires a strong mix of hands-on technical skills, leadership capabilities, and excellent communication to manage a high-performing service team. This is a dynamic role; requiring international travel to customer sites for overseeing installations, commissioning, and field maintenance, as well as continuous process improvements in collaboration with other engineering teams. You will also be required to support production activities to ensure system builds are completed and tested ahead of delivery. In particular you will:- Lead the coordination of schedules, workloads, and technical training to maintain high service standards. Act as the primary contact for customer support issues, ensuring timely and professional communication. Coordinate troubleshooting and resolution of system issues, utilising remote diagnostic tools as required. Oversee and participate in the installation, commissioning and maintenance of deployed systems globally, ensuring successful project delivery and customer satisfaction. Plan and coordinate travel logistics for the service team, including researching travel requirements and ensuring smooth operations during international visits. Identify opportunities to enhance support procedures and develop initiatives to streamline workflows, reduce system downtime, and improve overall service performance. Work closely with Production, Systems Engineering and Software Engineering to improve service processes, document best practices and ensure service manuals and trouble shooting guides are up to date. Ensure all team activities comply with health and safety regulations, particularly during on-site installations and maintenance. Deliver training on system use for new or existing customers. Support production by undertaking inspection, assembly, set-up (including optical and software) and testing of the systems. Support R&D and systems laboratory and development work as required. ABOUT YOU The ideal candidate for this role will have a strong technical background in field service, particularly in working with high-value, precision systems. You will possess excellent communication and leadership skills to manage and motivate a team while maintaining outstanding customer relationships. You will be able to demonstrate that you have the following:- Minimum of 5 years’ experience in a field service engineering or similar role. Hands-on experience with electro-mechanical systems, including installation, maintenance, and trouble shooting. Strong technical understanding of optical and laser-based systems is highly desirable. Exceptional communication skills for both customer and internal coordination. Strong organisational skills with experience in planning, scheduling, and reporting. Willingness to travel internationally as required (up to 50% of time) You may also have:- Degree or equivalent qualification in Mechanical, Electrical or Optical Engineering. Experience in the Diamond or gemstone industry or a related high-tech manufacturing environment. Practical experience in working with computer networking and configuration. Experience in an early-stage startup or small field service team This role is advertised as full-time, however, part-time would be considered at a minimum of 0.8 FTE. We are pleased to accommodate flexible and hybrid working where appropriate but, as a hardware company, we find hands-on system and collaboration time to be highly valuable, so encourage time spent in the office and expect this when required. As part of the recruitment process a selected candidate will be required to undergo security screening to BS7858. Closing date: 11th November 2024 Applications will be reviewed as received so this vacancy may be closed earlier; early applications are therefore encouraged. WHAT WE OFFER Salary range: £44k-£48k pa FTE Benefits Hybrid/flexible working arrangements Share option scheme Annual bonus scheme Private medical Insurance Group Income Protection and Life Assurance Enhanced family leave Company matched pension contributions up to 5%. Salary sacrifice arrangement is available 25 days paid leave Cycle to Work Scheme EQUAL OPPORTUNITIES We are an equal opportunities employer and champion equality, diversity and inclusion in the workplace whilst creating a working environment which promotes dignity and respect for all. We consistently post our job descriptions across a wide range of recruitment platforms to enable us to garner the most diverse range of candidates we possibly can. ADJUSTMENTS AND PROVISIONS We are committed to putting in place any reasonable adjustments that may be required to meet the needs of those who wish to apply for a position at Opsydia. Please share if you have a declared disability, for example but not limited to: a social communication impairment such as autism spectrum disorder, a specific learning difficulty such as dyslexia, dyspraxia or ADHD; a mental health condition, a sensory impairment affecting sight or hearing, a physical or mobility impairment. ALTERNATIVE FORMAT We can provide our job descriptions in an alternative format of video or audio description. Your data will be held in line with our recruitment privacy policy available at https://opsydia.com/recruitment-privacy-policy ABOUT OPSYDIA Opsydia is a leading innovator in laser technology to bring significant advances to markets from diamond and gemstone security to diamond-based electronic devices. Harnessing short pulse laser technology, the company can create serial numbers, logos or marks, invisible to the naked eye, inside transparent materials including diamond for security applications and for writing electrical and quantum features in diamond for device applications. It has rapidly commercialised the technology with the first systems deployed and this hire is to support its scale-up in the diamond and jewellery industry. The company is based in the Centre for Innovation & Enterprise at Begbroke Science Park north of Oxford. Begbroke offers comprehensive facilities on-site including a restaurant, coffee shop, free parking and a minibus service between the park and Oxford.