Bruker Corporation

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Sr. Customer Support - FM

Sr. Customer Support - FM

Req. # 
2017-5350
# of Openings 
1
Job Locations 
US-WI-Middleton
Position Type 
Regular Full-Time
Posted Date 
10/17/2017

More information about this job

Overview

 

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 6,000 employees are working on this permanent challenge, at over 70 locations on all continents.

Responsibilities

Responsibilities:

SUMMARY OF RESPONSIBILITIES:

  1. Provide front line scientific application support and instrument related system support, including: Install and repair of FMBU instruments in the field; Customer training on software and hardware; Customer facing communication (including technical and training presentations and potential upgrades that could be purchased to support applications).
  2. Provide system-level support by providing application and instrument diagnostics and troubleshooting though both phone support and direct customer interaction.
  3. Provide technical leadership, team coordination, analysis, corrective actions, on-site execution, and effective internal and external communication for customer service needs.
  4. Contribute to New Product Introductions (NPI) through the Product Life Cycle (PLC) process with respect to service deliverables. Service deliverables include designing for serviceability; installation, acceptance, and training documentation; developing and maintaining continuous improvement knowledge bases; and more.
  5. Independently develop customer facing and internal training curriculum, author training material, deliver training courses, lab sessions, administer both written and lab tests, and manage service engineer certification for assigned group of products.
  6. Maintain technical proficiency and field engagement though effective on-site support executing installation, customer training, preventative maintenance, troubleshooting/fix, and upgrades for assigned group of products.
  7. Aid manufacturing by producing instruments internally as required by operations
  8. Have hands-on experience and knowledge on at least multiphoton microscopy and preference for two of the four techniques: multiphoton microscopy, super resolution, fluorescent confocal microscopy, lightsheet
  9. Product demonstrations – able to set-up and demonstrate our products
  10. Executing samples measurement to technically advance an opportunity
  11. Providing pre/post sales technical support including service of the systems. 
  12. Other duties may be assigned.

 

 

ESSENTIAL FUNCTIONS:

  • 40%  High level application and instrument support
  • 10%  Escalation support (technical analysis, cross-functional engagement, plan of action, on-site support, etc…)
  • 10%  Product Life Cycle (PLC) management for service deliverables:
    • New Product Introduction (NPI)
    • Sustaining PLC
  • 15%  Delivery of training
  • 15% manufacturing and manufacturing support
  • 10% sales support including product demonstrations and workshop support

 

ADDITIONAL RESPONSIBILITIES:

  • Other duties as assigned

 

ENVIRONMENTAL REQUIREMENTS:

  • 50% travel both domestically and internationally on short notice

Able to work in environments ranging from the production floor to bio laboratory

Qualifications

Qualifications:

KNOWLEDGE, SKILLS, AND ABILITIES:

Proven proficiency in laser microscopy, particularly super-resolution, multi-photon, or high speed confocal.  Proven ability to support customer applications and experiments, test, troubleshoot and diagnose equipment, and be technical leader for complex cutting edge systems.  Proven theoretical understanding of the biology and the physics of our instrument’s operation; effective problem solving of complex system, product user, and application issues.  Demonstrated excellent verbal/written communication and presentation skills.  Proven ability to be the lead trainer, technical leader, and effectively empower team for assigned product or group of product modules/troubleshooting/etc. Proven ability to develop, communicate, implement, coordinate team, and execute assigned project; achieving all required deliverables on time.  Proven ability to empower customer, field, and technical support team raising their level of technical capability and performance.

 

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

Minimum PhD in related field with 3 year experience, or MSc Degree Electrical Engineering, Physics, and/or Mechanical Engineering with 6 year experience, or BSc, with 8 year experience in related field/position.  Other scientific degrees (BSc minimum) considered if combined with relevant experience.

 

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

 

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.