Jobs
>
Étreux

    Field Service Engineer - Boston, United States - Bruker

    Bruker
    Bruker Boston, United States

    4 weeks ago

    Default job background
    Description
    Field Service Engineer - Rover/ Customer Technical Support

    Job Locations

    US-MA


    ID
    # of Openings

    1

    Job Function

    Service & Support

    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, accelerate time-to-market and support industries in successfully enhancing quality of life.

    We've been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 6,500 employees are working on this permanent challenge, at over 70 locations on all continents.

    Responsibilities


    New opportunity in the Americas Region with the Bruker BioSpin (BBIO) Rover/ Customer Technical Support team for a Field Service Engineer to provide daily remote phone support to deliver timely and responsive resolution of customer technical support issues and requests.

    Primarily responsible to provide daily technical assistance to customers and service engineers via phone, email and WebEx or TeamViewer to resolve customer issues and requests on all Bruker BioSpin supported products.

    Provides remote

    s

    upport collaboration with BBIO customers along with Field Service Engineers/ Technicians

    and coordinates with internal/ external reso

    urces as needed to satisfy service case requirements including all aspects of the BBIO sales and service model, Sales and Service Teams (Reps, Engineers, Technicians), Operations and Logistics (CX/CO, Order Management, Shipping , 2 nd


    level and factory support):

    • Actively supervise field engineers assigned to phone support to ensure alignment with task requirements and delivery of timely customer responses
    • Schedule 2 nd
    level or field service resources for on-site service support and trainings as required

    • Assist in defining inventory stock levels according to the business need observed in service cases.
    Deliver open ticket support

    by ensuring service ticket responses are completed in a timely manner in compliance with current LabScape Term and condition:

    • Create a computer service request record on BBIO's SLS response tracking system
    • Bruker Rover support will contact the Customer to gain a more complete understanding of the request, recommend diagnostic tests and, with the Customer, interpret the results
    • For customer calls received before 12:00 noon (per BBIO office location time zone), contact will be attempted prior to the end of the business day.
    For calls received after 12:00 noon (time zone of the designated Bruker office location), the contact will be attempted prior to 12:00 noon on the following day. In all situations, if telephone contact cannot be made, a detailed voice message and/or an email message will be provided if telephone contact is unsuccessful within this timeframe

    • If the diagnostic tests indicate on site support is required, the supervisor will create a Salesforce task and coordinate with the Field Territory Manager for field resource support
    • If determination of repair parts are required, the Rover phone support engineer will coordinate with BBIO order processing, inventory control and shipping department for processing and release and shipment of required repair parts within the same business day.
    Prepare and deliver timely e-communication to inform other field service engineers/ technicians of important service information and engineering changes.

    Proactively manage service case parts order management for timely processing and shipment as well as RMA and return parts coordination and validation on customer and engineer requested parts.

    Actively monitor and manage Salesforce

    for open service tickets to ensure that all customer and internal communications are documented in in a timely manner, including validation of

    supporting items such as phone/e-mail communications, quotes, parts requests, purchase orders, engineer reports, tasks, invoices with uploads and storage for easy case review:

    • Support the ongoing clean up activities within Salesforce, including duplicate records merger

    Manage the open case workload:
    address and close all cases within 90 days unless there is a documented exception that requires extension.

    Clearly define exceptions in Salesforce indicating the reason for delayed case closure and estimated date of future completion

    • Open service cases waiting customer response over 30 days shall be closed and e notification sent to customer; new service tickets will be required for customer to re open a prior request
    • Ensure all cases are processed and invoiced within the month that activities are completed, including case closure tasks requests to provide sufficient advance processing time before
    month end close date.
    Revenue generation


    of non-contract support activities:

    • Utilize the Billable phone support system for after warranty or non MSA contract services
    • Quotation, acquiring purchase order, invoicing of customer required billable parts
    • Accountability and management of Billable phone support for service not covered by an active MSA service contract or warranty program that exceeds the BBIO 30 minute free support program; this
    includes customer awareness of phone support program details and secure payment method such as credit card, purchase order or direct invoicing authorizations

    • Invoice submittal for payment.
    Training

    responsibility for participation and validation of ongoing product training activities for Rover/ Customer Technical Support resources sponsored by BBIO, including remote, Billerica or Europe based training programs provided to expand product knowledge and customer support capabilities:

    • Participate in BBIO-Billerica sponsored training program for internal engineer and customer training sessions in collaboration with the Billerica technical team; including course material development, training presentations and activities, participation via on site, Billerica or remote, and individual development training plans.

    Deliver a high level of proficiency with a focus on timely and effective support to enhance the customer experience when interacting with BBIO technical staff.

    Perform other duties as required.

    Qualifications

    B.S. in Electrical Engineering, Electronics, Biotech, Biology or Chemistry discipline.

    Minimum 5 years' Service work experience with BBIO products, including diagnosing and repairing complex mechanical, electromechanical and/or electronic equipment
    Advanced technical k


    nowledge of NMR, analog electronics, high voltage circuitry/circuits, laser technology, chromatography separation techniques, cryogenics, analytical instrumentation, and ultra-high vacuum technology.

    A qualified Field Service Engineer with deep technical working knowledge and experience of the complete BBIO product line including specialized products (such as CryoProbes, NMR, MRI, PCI, desktop solutions such as Minispecs and F80 devices, solids, applications, BBIO software, TopSpin, Teamviewer).

    Proven ability to deliver a timely response with dedicated technical support to customer inquiries.
    Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with Scientists that possess a Ph.
    D. (or Master's Degree) in Biochemistry, Biophysics or Microbiology.

    Strong and professional verbal, written, computer, technical data, and networking communication and presentation skills including SAP, Salesforce, MS Teams and Office, with ability to communicate complex technical issues in an easy to understand manner.

    Excellent organizational skills with ability to work independently, prioritize, multi-task, follow through, and meet deadlines within an entrepreneurial and customer-focused work environment.

    Ability to satisfactorily complete position training requirements
    Attend and actively participate in quarterly scientific technical training programs
    Proven ability to follow safety standards, practices, and codes.
    Valid Driver License in good standing, issued by resident state required.
    U.S. Citizenship or U.S. Permanent Resident status required
    Ability to maintain valid driver license issued by resident state/ country and reliable transportation
    Ability to work remotely and maintain a valid passport with flexibility for domestic and/ or international travel
    Ability to work remotely and travel as required for customer requirements, field assistance and on-going training.
    May be required to pass security clearance investigation.
    Bruker is a federal contractor and subject to Executive Order


    Under Executive Order 14042, all employees must be fully vaccinated against COVID-19 (with limited exceptions for those employees who are unable to be vaccinated due to a medical condition or a sincerely held religious belief).


    You will need to provide proof of vaccination by submitting a copy of your CDC COVID-19 Vaccination Record Card to Bruker, or obtain a religious or medical exemption, as a condition of employment.

    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.

    Bruker Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable).

    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.

    #J-18808-Ljbffr
  • Preferred Utilities Manufacturing Corporation

    Field Services Engineer

    3 weeks ago

    Preferred Utilities Manufacturing Corporation Boston, United States

    Please apply at: https://www.preferred- · Position: Field Service Engineer · Reports to: Analytical and Combustion Systems | acs- · Want to apply Read all the information about this position below, then hit the apply button. · About the job: · Analytical & Combustion Systems ...

  • Sartorius

    Field Service Engineer

    3 days ago

    Sartorius Boston, United States

    Field Service Engineer - Boston, MA Area page is loaded · Field Service Engineer - Boston, MA Area · Apply · locations · Home Office United States of America · Cambridge, MA, United States of America · Boston, MA, United States of America · time type · Full time · posted ...

  • SARTORIUS AG

    Field Service Engineer

    23 hours ago

    SARTORIUS AG Boston, United States

    As the Field Services Engineer, you will be responsible for delivering the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. · Sartorius is seeking a Field Servi ...

  • Evident Scientific

    Field Service Engineer

    23 hours ago

    Evident Scientific Boston, United States

    Field Service Engineer · Job ID #: 1675 · Company: Evident · Posting Date: May 15, 2024 · Working Location: MASSACHUSETTS, WALTHAM; Massachusetts, Boston · Are you looking for a company that cares about people's lives and health, including yours? At EVIDENT, we help make peo ...

  • Evident Scientific

    Field Service Engineer

    2 weeks ago

    Evident Scientific Boston, United States

    Field Service Engineer · Job ID #: 1675 · Company: Evident · Posting Date: May 15, 2024 · Working Location: MASSACHUSETTS, WALTHAM; Massachusetts, Boston · Are you looking for a company that cares about people's lives and health, including yours? At EVIDENT, we help make people's ...

  • Agilent

    Field Service Engineer

    4 weeks ago

    Agilent Boston, United States

    Job DescriptionEvery day, Agilent Field Service Engineers help our customers to solve issues that enable scientists to make discoveries that enhance the quality of life. Through our work, we deliver insights and provide support that keep labs running smoothly and more efficiently ...

  • Agilent

    Field Service Engineer

    3 days ago

    Agilent Boston, United States

    Job Description · Every day, Agilent Field Service Engineers help our customers to solve issues that enable scientists to make discoveries that enhance the quality of life. Through our work, we deliver insights and provide support that keep labs running smoothly and more efficie ...

  • Synerfac

    Field Service Engineer

    3 weeks ago

    Synerfac Boston, United States

    Details: · Our client is a leader in the field of thermal processing and environmental testing, serving a multitude of industries ranging from aerospace to pharmaceuticals. They are currently seeking a Field Service Engineer to join their team in the Massachusetts area. · This ...

  • L C Anderson Inc

    Service Sales Engineer

    1 day ago

    L C Anderson Inc Boston, United States

    Benefits:Commission · 401(k) · 401(k) matching · Bonus based on performance · Competitive salary · Health insurance · Opportunity for advancement · Paid time off · Our Commitment: We create a safe and comfortable environment by solving problems and building lasting relationships ...

  • Atlas Copco

    Field Service Engineer

    23 hours ago

    Atlas Copco Boston, United States

    Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations. · Join us on our journey for ...

  • m|group

    Field Service Engineer

    3 days ago

    m|group Boston, United States

    We are proud to be recruiting on behalf of several providers, some of which are the bigger energy companies and we have the perfect opportunity for individuals who are looking for a role which offers a genuine flexible working approach. · We are proud to be recruiting on behalf o ...

  • Cytiva

    Field Service Engineer

    2 weeks ago

    Cytiva Boston, United States

    Be part of something altogether life-changing · Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative va ...

  • Botrista

    Field Service Engineer

    3 weeks ago

    Botrista Boston, United States

    About Us: · At Botrista, we are transforming beverage culture with intuitive drink-making technology guided by Nature herself. By allowing restaurants to easily expand menus without added complexity, we're driving incremental growth with the push of a button. · Awarded as one o ...

  • Focus Technology Solutions

    Field Services Engineer

    1 week ago

    Focus Technology Solutions Boston, United States

    Healthcare, dental, vision, flexible spending accounts, flexible vacation policy, 401(k) planning with a company match, and much more · Are you a Field Services Engineer looking to take the next step in your career? If so, check us out You will be an integral part of a collaborat ...

  • Focus Technology Solutions

    Field Services Engineer

    3 weeks ago

    Focus Technology Solutions Boston, United States

    Are you a Field Services Engineer looking to take the next step in your career? If so, check us out You will be an integral part of a collaborative team providing IT consulting, network administration, field and remote technical support to our clients. · Our Managed IT Services ...

  • Botrista

    Field Service Engineer

    1 week ago

    Botrista Boston, United States

    About Us: · At Botrista, we are transforming beverage culture with intuitive drink-making technology guided by Nature herself. By allowing restaurants to easily expand menus without added complexity, we're driving incremental growth with the push of a button. · Awarded as one o ...

  • Botrista

    Field Service Engineer

    1 week ago

    Botrista Boston, United States

    Job Description · Job Description · About Us: · At Botrista, we are transforming beverage culture with intuitive drink-making technology guided by Nature herself. By allowing restaurants to easily expand menus without added complexity, we're driving incremental growth with the ...

  • Molecular Devices

    Field Service Engineer

    1 week ago

    Molecular Devices Boston, United States

    Do you want to help advance scientific discovery, improving quality of life around the world? We do, too. · Molecular Devices makes innovative, high-performance life science technology that enables academia, pharma, and biotech customers to accelerate research breakthroughs and ...

  • DiaSorin

    Field Service Engineer

    1 day ago

    DiaSorin Boston, United States

    Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting-edge tools that improve healthcare worldwide. With a legacy spanning over 50 years, we've earned our reputation for excellence by developing innovative diagnost ...

  • GSE Workforce Solutions

    High Voltage Field Service Engineers

    5 days ago

    GSE Workforce Solutions Boston, United States

    Join a prominent global leader in high-voltage equipment manufacturing and servicing, where you'll enjoy a host of exceptional benefits and opportunities: · Competitive Salaries: Enjoy competitive compensation packages, including guaranteed 40 hours/pay, even if you work fewer h ...