Bruker Corporation

  • Customer Care Representative

    Job Locations US-MN-Minneapolis
    Posted Date 1 month ago(10/22/2018 11:11 AM)
    Req. #
    2018-6596
    # of Openings
    1
    Position Type
    Regular Full-Time
  • 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

    SUMMARY OF RESPONSIBILITIES: The Customer Care Representative at Bruker Nano Surfaces NI business unit is a liaison between our customers (including other Bruker business units world-wide), and the internal resources at the NI business unit.  It is CCR’s responsibility to assist these outside entities to get the resources required both pre-sales and post sales regarding Hysitron Product equipment.  This role works directly with these customers to provide quotations, and to assure the accuracy of the parts that will be ordered.  This person will also aid the customers in getting quick and efficient technical support after the sale. This position will report to the Director of Customer Service. 

     

    SUPERVISORY REQUIREMENTS: None

     

    ESSENTIAL FUNCTIONS:

    1. (45%) - Pre-sales customer support including:
    • Verification and entry of orders in SAP to assure the customer is getting the correct products. (15%)
    • Generation of quotations on new equipment, options, and consumables using SAP (10%)
    • Follow up on technical issues regarding new orders, including Letters of Credit, end use certification, and other administrative items. (15%)
    • Monitor scheduled ship dates and provide customer order acknowledgements. Notify customers, sales representatives, and service personnel of any delays. (5%)

     

    1.  (55%) Post-sales customer support including:
    • Entry and follow-up of customer RMA’s in SAP through transaction entry. Provide weekly updates to service and sales regarding outstanding repairs and other open cases. (15%)
    • Generate quotations for upgrades and replacement parts, ensuring compatibility with customer systems. (10%)
    • Process and report status of repairs, replacements, sales orders, and deliver schedules (10%)
    • Prepare appropriate export/import documentation required by customs when needed. (5%)
    • Assist customers in finding proper technical support resources through email and phone support. (5%)
    • Provide statistical analysis of returned products to help focus resources on fixing recurring problems. (5%)
    • Update customer instrument, service inventory and demonstration equipment record in SAP as changes are made to them. (5%)

     

    Additional Responsibilities (Non-essential Job Functions)

    • Maintain appropriate order files and records including above referenced documents, information and customer correspondence.

     

    Qualifications

    KNOWLEDGE, SKILLS, AND ABILITIES:

     

    List knowledge, skills, and abilities necessary to successfully complete tasks.

     

    • General knowledge and understanding of Hysitron product line.
    • Detail knowledge of quote-to-cash process and Service module in SAP.
    • Ability to work with and communicate effectively with customers, management and peers in a professional manner.
    • Use of SAP, MS Word, MS Excel, and SharePoint
    • Performs other duties as assigned.

     

    EDUCATIONAL/EXPERIENCE REQUIREMENTS:

    Associates degree or higher in a technical field.  3-5 years in a sales administrator, customer service or similar environment.

     

    KNOWLEDGE, SKILLS, AND ABILITIES:

     

    • General knowledge and understanding of Hysitron product line.
    • Detail knowledge of quote-to-cash process and Service module in SAP.
    • Ability to work with and communicate effectively with customers, management and peers in a professional manner.
    • Use of SAP, MS Word, MS Excel, and SharePoint
    • Performs other duties as assigned.

     

    EDUCATIONAL/EXPERIENCE REQUIREMENTS:

    Associates degree or higher in a technical field.  3-5 years in a sales administrator, customer service or similar environment.

     

    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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