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 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 Remote Support Engineer, you are mainly responsible for providing technical support to our existing customers through email, telephone, and the use of remote support tools. The candidate will recommend solutions and maintain a good record of all work and communications with the customer or engineer in a call tracking (CRM) system, including documenting solutions for a knowledge base and create diagnostic trees. The ideal candidate for this role is a motivated self-starter, who embraces challenges and enjoys learning independently, and is one who possesses excellent customer service, and technical problem-solving 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.

• Be available for incoming calls and pull work from an incoming queue. Able to maintain a personal queue of open requests.
• Provide first line (phone, e-mail, remote log in, chat etc…) system level, technical support including but not limited to diagnostics, solution plans, training, and customer facing communication.
• Ask customers targeted questions to quickly understand the root cause of their technical issue and resolve them within short time.
• Precisely record and maintain up to date information in the CRM software.
• Effectively communicate with customers of varying technical capability and roles to identify/resolve technical issues.
• Maintain communication with the customers on the status of all open tickets. All responses must be professional, complete, well formatted, and consistent with prior communications. Regularly follow ups with customers with recommendations, updates, action plans, and obtaining confirmation for delivered solutions is essential.
• If the first level is unsuccessful, manage ticket and transfer the call to second level remote support team.
• Properly escalate unresolved issues to appropriate technology teams or management.
• Provide all necessary information, observations and logs to next level or developer to diagnose the reported or escalated problem.
• Leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide the most effective solutions to customer issues. Build knowledge base to reduce reliance over time on other internal resources.
• If the job demands onsite support, the engineer should be able to travel and support customers on short notice.
• Inspect, install, set up, test and achieve specifications of systems and accessories at customers’ sites, and deliver basic operator- and applications training.
• Carry out breakdown and planned preventive maintenance at customers’ sites.
• Good sense of end-user satisfaction.
• Perform other tasks as assigned by manager.
• This position requires remote support to APAC, Americas and EMEIA.
• The job demands working 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 need, and we continuously adapt and improve ourselves to support customers in solving their problems.

•  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.
• At least one-year relevant work experience.
• Experience with SEM/TEM or XRF will be an advantage.
• Very good technical understanding for complex technical systems. Ability in efficient troubleshooting and solution finding 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.
• Ability to create and update operational procedures and proposal of decision trees. (issues resolution, requests, and administration procedures)
• 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 will be an advantage.
• Professional, self-confident appearance with an outgoing personality to build relationships through inspiring trust and confidence.
• Must be willing and able to travel nationally and internationally.
• Language skills in addition to English are welcome.

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.