Service Operations Analyst

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 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 is responsible for driving customer satisfaction and service contract retention by combining data-driven insights with operational execution. A core part of this role is ownership of the customer ticketing system, ensuring timely resolution and accurate metadata logging for actionable insights for product and quality teams. The role also bridges customer feedback with commercial, engineering, and software teams, ensuring issues are resolved effectively and future improvements are prioritised.

Your Role at ONI:

• Gather and report customer feedback to Senior Manager, Operations relating to experience, new feature requests, and general product/instrument improvements.
• Analyze fleet data to identify patterns in service contract churn, customer behavior, and system usage.
• Develop strategies to recover expiring or declined service contracts in collaboration with the commercial team.
• Make data-driven recommendations on initiatives, messaging, and commercial tactics to improve renewal rates.
• Proactively segment the customer base by health, satisfaction, and renewal likelihood.
• Own and manage the customer ticketing system end-to-end, that includes expediting ticket closing by chasing relevant teams and ensuring clear ownership and accountability.
• Ensure accurate and consistent metadata is logged for every ticket to provide actionable insights to quality and product teams.
• Generate reports on ticket trends, escalations, and recurring issues to inform product enhancements and service improvements.
• Act as the bridge between customers, field service engineers, and software teams to distinguish software and hardware-related issues.
• Support IT-related troubleshooting for customers, including computer related performance.
• Determine root cause issues with hardware systems through in-house, on-site, remote support and troubleshooting.
• Deliver scheduled maintenance work on hardware systems, as directed by Senior Manager, Operations
• Prepare and file repair report documentation per internal reporting standards.
• Contribute to creation of internal knowledge base (fault finding, problem solving, FAQs, WIs).

Essential skills and qualifications:

• Minimum of 2–4 years experience in customer success, technical support, or operations roles.
• Proven experience managing ticketing or CRM systems (e.g., Zoho Desk, Zendesk, Salesforce Service Cloud, or similar).
• Prior experience in automation and integrating multiple software platforms (ticketing, CRM, ERP, reporting tools) or similar.
• Track record of analyzing customer data and generating actionable insights.
• Management of internal systems to log reports, repairs, and other hardware-related issues.
• Experience in customer segmentation, NPS analysis, or service contract structuring.
• Excellent communication skills, with the ability to translate between technical (engineering/software) and commercial teams.
• Ability to prioritize, chase, and drive closure across multiple teams.
• High attention to detail and accuracy in data entry/metadata management.
• Strong analytical skills with experience using Excel, CRM tools, or similar to identify trends and build strategies.
• Commercially aware, comfortable engaging with customers about value, usage, and support options.

Desired skills and qualifications

• Previous exposure to scientific instrumentation, life sciences tools, or complex technical products.
• Worked in a laboratory setting using best laboratory practices and techniques related to cell biology, molecular biology, biochemistry, or chemistry research.
• Operated as service support engineer for optomechanical instrument manufacture or service.
• Basic IT troubleshooting (e.g., performance issues, connectivity, buffering).
• BSc (or equivalent) in statistics, science, engineering or related technical fields.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.