Overview

Bruker Corporation’s companies belong to the world’s leading analytical and measuring instrumentation manufacturers in the sector of life sciences. For the last 60 years Bruker has been fulfilling one single purpose to deliver the best technological solution. Today, more than 7,000 employees worldwide are working on this challenge, in over 90 locations in all continents.

Bruker BioSpin, as part of the Bruker Group, is a high-tech international company and the world-leading manufacturer of comprehensive solutions in Nuclear Magnetic Resonance (NMR), Electron Paramagnetic Resonance (EPR) and Preclinical Imaging (PCI) Modalities.

We develop high-tech analytical measuring instruments and methods that are used in many fields, from medical technology to materials science and food research.

Function

The function of the Service Support Associate is to coordinate service activities for specialized Bruker equipment, enable Service & Sales colleagues as well as customers, and support the Service Team with the installation, servicing, repair and maintenance of systems and accessories throughout the entire service lifecycle.  A key contributor to achievement of BBIO SLS business goals and organizational process development, the Service Support Associate provides customer and Bruker staff support coordination in conjunction with, Technical Helpdesk, Despatch and Customer Success Managers as well as Regional Service Team Leaders.

The main goal of this position is to deliver effortless service to our customers and increase the customer value day by day within the team.

Objectives 

• Be responsible for the timely allocation of technical service cases and ensure timely customer responses.
• Manage and monitor the service case activities throughout the case lifecycle until closure raising any required tasks to initiate actions by service colleagues or other teams and departments.
• Manage and monitor the timely recording of customer requests or enquiries for spare parts, and on-site services until delivery and beyond.
• Coordinate the professional and solution-oriented processing and answering of complex customer enquiries
• Manage the efficient processing of returns and repairs, and follow-up on repairs and regular status reporting to customers
• Create and manage maintenance plans and schedule/coordinate maintenance service visits in cooperation with Team Leaders and Internal/External Suppliers
• Be the customer contact person for part & material orders required for customer service visits.
• Monitor and maintain equipment records following upgrades, relocations, installations and decommissioning.
• Support the Field Service teams with requirements to ensure highest standards of customer satisfaction
• Participate in cross-functional cooperation at the interface to other teams or departments and ensure customer-centred processes and efficiencies operate within the service team

Reporting

The position reports to the Service Manager BioSpin SLS UK

Location

The position is Office based and will require regular attendance to our Coventry UK office. Occasional travel within the assigned region for customer meetings and to overseas Bruker facilities may be required.

Competence

To carry out the duties to the level expected, the minimum competencies are:

Qualifications

• A degree level technical qualification (or equivalent) or be able to demonstrate a similar level of knowledge and skill gained by practical experience in a service support environment
• Knowledge of current regulatory, environmental and safety legislation in all responsible localities of the position
• An excellent standard of both spoken and written English
• No visa or other restriction preventing travel in the USA or EU.
• Minimum 5 recent years work experience supporting technical field support and service employees within a global life sciences or related technical product work environment.
• Excellent verbal, written, computer, technical, analytical, negotiation and influence, interpersonal communication and presentation skills with advanced technology skills and proficiency in MS Office Suite, SAP, and Salesforce

Personal, Skills and Experience

• Confident, approachable, and able to communicate easily and effectively at all levels
• Ability to respond to urgent or rapidly changing situations proactively and effectively
• Able to analyze problems of a logistical nature and to formulate and propose solutions
• A high standard of personal presentation
• In-depth understanding of the Company’s products, suppliers, customers, and core technologies
• Strong interpersonal skills
• Willingness to expend personal effort to meet and exceed expectations
• Excellent communication skills in English, both written and spoken.
• Strong business acumen with advanced analytical and problem-solving skills
• Demonstrated ability to build positive and productive work relationships at all levels and with all parties
• Proven ability to partner and work effectively in a complex, global environment including capability of gaining commitment and coordinated action for initiatives
• Highly self- motivated individual with a strong work ethic, experience with high performance teams in a global, multi-cultural organization, and demonstrated excitement for new challenges and opportunity
• Ability to work in a team environment and customer focused with appropriate sensitivity and sense of urgency for customer issues
• Proven ability to effectively manage multiple priorities and deliverables
• Demonstrated flexibility with ability to prioritize and manage differing time constraints

Performance Management

The achievement of set objectives, training requirements and further career development possibilities will be reviewed annually.

This Job Description cannot be exhaustive, and the post-holder may be required to undertake other duties, which are broadly in line with the above key objectives.