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Remote Support Engineer - Madison, United States - Bruker
Description
Overview
As one of the world's leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, to accelerate time-to-market, and to support industries in successfully enhancing quality of life. We have been driving innovation in analytical instrumentation for over 60 years now. Today, more than 8,500 employees distributed across 90 locations around the world continue to delight our customers with innovative solutions. Bruker Nano, one of Bruker's four operating segments, provides customers in academic and governmental institutions, life science, materials, and applied industries with the tools to determine the characteristics of matter and visualize the structure of molecules. Divisions within BNANO include Bruker AXS, Bruker Nano Analytics, Bruker Nano Surfaces and Metrology, Fluorescence Microscopy, and Canopy.
Job Description
The Product Support Engineer is a visible and key customer facing role; responsible for providing "Best in Class" post-sale instrumentation support worldwide for Bruker AXS. Product Support activity includes first level hardware, software and application support to customers and field engineers, instrument installation, diagnostics/fix, and on-going support. Individual must be customer focused, results-oriented, effective communicator, collaborative, and have a strong technical background to enable our customers to maintain their instrument at peak performance and to maximize productivity for their intended use case.
ESSENTIAL FUNCTIONS:
• Provide "Best in Class" post-sale technical support to customers via phone, email, remote tool, and on-site visits, ensuring timely resolution of product related issues.
• Conduct troubleshooting and diagnostic tests to identify and resolve hardware and software problems with complex analytical instruments.
• Deliver comprehensive product training to customers and internal staff to enhance their understanding of instrument operation, maintenance, and troubleshooting procedures.
• Document support activities, including problem resolution steps, in a detailed and organized manner using Salesforce/SAP.
• Perform installation, configuration, and validation of new instruments at customer sites, ensuring optimal performance and customer satisfaction.
• Develop and maintain strong relationships with key customer, serving as a trusted technical advisor and advocate for their needs within the organization.
• Contribute to the creation of technical documentation, including troubleshooting guides and decision trees, to support customers in using instruments effectively.
• Manage inventory of spare parts and consumables, ensuring adequate stock levels to meet customer demands and minimize downtime for instrument repairs.
• Perform part repairs and refurbishments in-house when feasible.
ENVIRONMENTAL REQUIREMENTS:
• Up to 50% travel domestically.
• Able to work in Government sites, cleanroom, production floor, & laboratory environments.
• Must have & maintain valid driver's license.
Qualifications
KNOWLEDGE, SKILLS, AND ABILITIES:
• Understanding of analytical scientific instrumentation principles, experience with x-ray equipment/x-ray diffraction is a plus.
• Proficiency in troubleshooting hardware and software issues related to analytical instruments.
• Familiarity with GMP regulatory requirements is a plus.
• Understanding of motorized drives, vacuum systems, fluid pumps, optics, electrical circuits, and computer networking principles.
• Strong analytical and problem-solving skills
• Ability to multitask and prioritize workload and manage multiple support requests simultaneously.
• Experience with Salesforce.
• Proficiency in using remote diagnostic tools (Webex, TeamViewer, Microsoft Teams).
• Ability to read technical documentation including block diagrams and wiring schematics.
• Strong interpersonal skills to build rapport with customers.
• Ability to work independently with minimal supervision.
• Aptitude for collaborations and teamwork.
EDUCATIONAL/EXPERIENCE REQUIREMENTS:
Minimum 2- or 4-year degree in an engineering, physics, electronics or related field from accredited university or college with multiple years in a technical role that demonstrates fulfillment of the above denoted knowledge, skills, and abilities. Typically, this encompasses 5 years technical experience coupled with demonstrated leadership and skill progression. Electrical or Mechanical Engineering background preferred.
COMPENSATION/BENEFITS:
The base salary for the role will depend on a several job-related factors, including, but not limited to education, training, experience, skills, competencies, and job-related knowledge. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time, and holidays.
Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally 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 considering export control restrictions.
