Bruker Corporation

  • Sr. Customer Support Coordinator

    Job Locations US-AZ-Tucson
    Posted Date 3 months ago(3 months ago)
    Req. #
    2018-6252
    # 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.

    Responsibilities

    SUMMARY OF RESPONSIBILITIES:

    The Senior Customer Support Coordinator is responsible for direct administrative support, coordination, analytics, and internal reporting to provide Bruker Nano customers with a superior support experience.   This critical customer facing role interacts directly with our customers, support team, and sales team creating trouble tickets, quotations, sales orders, service orders, and return material authorizations while maintaining a high level of communication to our customers and internal team as to parts availability, lead times, and issues that may come up during the process.  Additionally, this position is responsible for data extraction, analysis, and timely reporting of Key Performance Indicators “KPIs”, service reports, dashboards, and other analytics to maintain and improve the support Bruker Nano provides our customers.

     

    ESSENTIAL FUNCTIONS:

    1. Processes orders. 25%
      1. Quotes – Support programs, Site Visits, Parts and Repairs
      2. Sales Orders – Support programs, Site Visits, Parts and Repairs
      3. RMA’s – Customer Repairs, and Advance Replacement Parts
      4. Debit Memo’s – Billable Service Visits
      5. Credit Memo’s – Credits for Parts Returns, Services, and resolving return credit problems
      6. Internal orders – stock transfer orders and requisitions
    2. Serve as liaison between customer, support team, sales team, and management to improve customer service and business productivity. 25%
      1. Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions
      2. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges
      3. Analyze customer complaints and provide appropriate corrective actions.
      4. Track, follow-up and resolve customer’s outstanding issues in a timely manner.
      5. Assist directly or route customers to the appropriate personnel for assistance.
      6. Responsible for processing and reporting the status of repairs, replacements, sales orders and delivery schedules.
      7. Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
      8. Execute all administrative activities related to specials, NDA requests, government contract RFQ’s, Service Support Program documents
      9. Processing export/import clearance of all service event orders by preparing appropriate export/import documentation required by customs, i.e. Manufacture Affidavit, Duty Drawback (3311 Form), etc.
    3. Analysis and reporting. 30%
      1. Data extraction, validation, manipulation, and analysis to create accurate and timely service reports for service Key Performance Indicators and dashboards.
      2. Presentation of analysis to team and management with insights and recommendations for improvement
      3. Provide ad hoc analysis on as needed basis.
    4. Update, maintain, and improve our support databases in compliance with our business processes enabling effective and accurate reporting as well as effective use of this database by world-wide team. 20%
      1. Material & Inventory Management
      2. Equipment Masters
      3. Customer Events and all associated transactions
      4. Customer Feedback
      5. Service Pricing
      6. Other as needed
    5. Other duties as assigned

     

    SUPERVISORY REQUIREMENTS:

    No supervisory responsibilities.

     

    ADDITIONAL RESPONSIBILITIES:

    1. Provide back up support for other Customer Support Coordinators
    2. Potentially schedule on-site support visits

    Qualifications

    KNOWLEDGE, SKILLS, AND ABILITIES:

    1. Excellent verbal and written communication and presentation skills with ability to speak with clarity and interface effectively with customer, management, and peers.
    2. Proven proficiency in analysis using Excel pivot tables, macros, and formulas
    3. Proven proficiency in creating analytical reports
    4. MS office proficient
    5. Able to multitask and work in a team environment
    6. Ability to develop excellent customer relationships.
    7. Ability to manage multiple projects and priorities at the same time
    8. Ability to complete work accurately under very tight deadlines
    9. Good planning and organizational skills with attention to details
    10. Ability to make decisions, anticipates needs, and drive projects from start to finish.

     

    EDUCATIONAL/EXPERIENCE REQUIREMENTS:

    1. Bachelor degree preferably in a Business, Marketing, or Analytical field with a minimum of one year customer facing support or sales experience.
    2. Experience in service/customer support in a high technology instrumentation company preferred.

    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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