Overview:
At Bruker, we enable scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high-performance scientific instruments and high-value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity and customer success in life science molecular research, applied and pharma applications, microscopy and nano analysis, industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.
The Senior Remote Support Engineer is a key technical role within the support organization of Bruker Nano Analytics, BNA Division. BNAs product portfolio includes a unique range of analytical tools for materials characterization in electron microscopes, a variety of benchtop X-ray fluorescence micro analyzers and total reflection X-ray fluorescence as well as handheld/mobile/portable X-ray fluorescence spectrometers. As a Senior Remote Support Engineer, you are mainly responsible for providing 2nd level technical support to our remote and field engineers. The position owner is the highest technical escalation for the respective products in the service organization and must be in regular communication with R&D and the Business Unit. The candidate will recommend solutions and maintain a good record of all work and communication in a CRM system, including documenting solutions for a knowledge base and creating diagnostic trees. The ideal candidate for this role is a highly technical and problem-solving-oriented person, a motivated self-starter who embraces challenges and enjoys learning independently, and is one who possesses excellent communication skills. The position involves some business trips to support our customers or for training purposes.
Must have excellent customer relations skills and the ability to make timely and effective decisions.
The position reports to the Manager Global Customer Care Center BNA, who will agree expectations, offer guidance as necessary and provide framework support.
Responsibilities:
- Maintain communication with the first level support, partners and customer. All responses should be professional, complete, well formatted, and consistent with prior communications.
- Provide technical solutions (via phone, e-mail, remote log in, video conferences, chat etc…) to first level global support team (field service and remote engineers) by finding genuine solutions for complex service problems.
- Work together with the cross-functional team to define a plan of action to solve 2nd level service cases.
- Take ownership of the service cases even when the expert is not available.
- Communicate efficiently and effectively internally and with customers and partners by asking targeted questions to quickly understand root cause issues. Oversee and handle escalated cases. Promptly and appropriately escalate unresolved issues to the relevant team and to the second-level support manager. Take ownership of these escalations and ensure they are effectively resolved by driving the process until a technical solution is identified.
- Support the second-level manager in organizing global support for technical escalations and managing projects to improve service excellence.
- Product line ownership including but not limited to definition of service parts, participation in the product life cycle and collaboration with the development team in product improvement and new product introductions.
- Create, develop, and continuously improve the customer support & applications knowledge database.
- Provide service trainings to first level field and remote engineers, maintain, and develop training material.
- Back-up for field service and remote engineers and provide onsite customer support if required. Provide first line system level, technical support including but not limited to diagnostics, solution plans, training, and customer facing communication.
- Good sense of end-user satisfaction.
- Perform other tasks as assigned by the manager.
- This position requires remote support to APAC, Americas and EMEIA.
- The job demands to work in shifts.
Activities will cover all products manufactured or represented by the Company. Specialism in certain products, technologies or ranges may form an additional responsibility that will make use of acquired skills and experience. Accurate record keeping and timely submission of documentation is pre-requisite.
We are a highly motivated team with deep experience in customer service. We recognize the developing and changing nature of customer needs, and we continuously adapt and improve ourselves to support customers in solving their problems.
Qualifications:
- Degree in Physics, Chemistry, Material Science, Geoscience, Electrical Engineering or a similar discipline, or able to demonstrate a similar level of knowledge and skill gained by practical experience.
- A solid technical or scientific background gained in industry or academia.
- Multiple year relevant work experience in providing technical Support, or a related field, preferably in a high-tech scientific or laboratory environment.
- Experience with SEM/TEM or XRF is preferred.
- Very good technical understanding of complex technical systems. Ability to efficiently troubleshoot and find solutions for complex state-of-the-art instruments.
- Experience in handling standard tools such as oscilloscope, multimeter, etc.
- Solid computer skills, including familiarity with data system hardware and industry-standard operating systems.
- Excel at continual learning in a rapidly advancing technological area.
- Customer service oriented good communication skills used to support various technical issues and desktop operation queries.
- Ability to communicate effectively in a professional manner with both internal and external customers.
- Demonstrates commercial awareness.
- Tenacity and self-motivation inspired by success, enthusiasm, drive and initiative directed towards achieving positive outcomes.
- The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry.
- Should have worked on various remote support tools, e.g. Teams, TeamViewer etc.
- SAP and Salesforce knowledge is an advantage.
- Professional, self-confident appearance with an outgoing personality to build relationships through inspiring trust and confidence.
- Language skills in addition to English are welcome.
- Must be willing and able to travel nationally and internationally.
Bruker is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.
