Bruker Corporation

  • Senior Coordinator, Customer Support-Service

    Job Locations US-WA-Kennewick
    Posted Date 3 weeks ago(6/1/2018 6:52 PM)
    Req. #
    2018-6162
    # of Openings
    1
    Position Type
    Regular Full-Time
  • 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.

     

    Summary:

     

    This position is a key service role, relying on strong detail-oriented capabilities to administer and communicate customer needs in a positive and professional manner. Will need to accurately and clearly document information into various progressive databases for the purpose of streamlining processes internally and throughout the marketplace.

    Responsibilities

    • Generate service quotations for global customer, distributors and partners.
    • Provide administrative support to customers and distributors/representatives worldwide, such as: pricing inquiries including quotations (repair estimates or spare parts), order entry, invoicing, and administering International documentation for Custom’s purposes.
    • Educate and encourage customers to take advantage of existing service contracts. Issue service contract quotes, and Continually follow up with customers by phone to ensure closing contract sale is complete before lapse of warranty or previous contract.
    • Phone backup to technical support team. Will need to accurately and clearly document customer needs via service case ticket creation (using existing ticketing system database) and forward the information to the appropriate team member.
    • Issue and track RMA’s utilizing software, such as SAGE MAS 90 for accounting and SharePoint for service.
    • Document the receipt of the XRF equipment and accessories returned for service and/or repair.
    • Prepare systems for shipment including generation of packing lists and possibly Custom’s forms.
    • Provide documentation and updates to track the loaner fleet.
    • Clearly translate and communicate technician notes to customers and representatives in layman’s terms.
    • Interact with Accounting Department to ensure that billing and collections proceed in a timely manner.
    • Monitor and document relevant Customer Service repair and technical support activity to ensure timely response times.
    • Maintain a flexible attitude, as other duties may be assigned as needed.

    Qualifications

    • Proven attention to detail and concern for a high standard of quality.
    • Excellent interpersonal and communication skills (both verbally and written), demonstrating consistent professional and courteous relational ability and integrity.
    • Patient, considerate, compassionate toward others of various cultural and educational backgrounds.
    • Self-motivated while flexible and able to work well with others and as a team.
    • Comfortable working in a dynamic, fast paced, high-tech environment.
    • Experienced and comfortable in international, cross-cultural communications.
    • Excellent computer skills including Microsoft Office applications.
    • Experience with Sage, SharePoint, or similar CRM systems desired.
    • Must have unrestricted authorization to work in the United States and be willing to submit to a background investigation.
    • Experience in a manufacturing environment.
    • Experience in a Customer Service environment.

    Educational/Experience Requirements

    • post high school (communications, database management, office administration, accounting)

     

    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.

     

    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.

     

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