Field Service Engineer - Boston, United States - Bruker

Description

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.

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 support collaboration with BBIO customers along with Field Service Engineers/ Technicians and coordinates with internal/ external resources 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 , 2nd 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 2nd 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.

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 knowledge 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.