Bruker Corporation

  • M&D Fields Service Engineer France

    Job Locations FR-Champs-sur-Marne
    Posted Date 4 months ago(6/4/2019 2:05 AM)
    Req. #
    2019-7575
    # of Openings
    1
    Position Type
    Regular Full-Time
  • Overview

    Function

    The function of the M&D Customer Support Engineer is to provide expert technical advice in all aspects of fault-finding, software installation and customer support in respect of the company’s products.The focus here is clearly on M&D products (e.g. the MALDI Biotyper)

    Objectives                                                                                       

    The primary objective is to be an efficient and effective member of the Customer Service team in delivering highly competent, effective and focussed engineering and technical support to the customer base to achieve maximum customer satisfaction and to further the professional image of the Company.

    Responsibilities

    Duties

    Working as a member of the Service Team involved in the technical support of our range of instrumentation, duties will include:

    • Familiarisation with specific instruments be able to facilitate support for customers and field based staff
    • Liaise with customers and colleagues and diagnose instrument issues to resolution or to identify further follow up work required
    • Provide technical support and assistance to customers and to colleagues, either directly or by remote diagnosis
    • Accurately report about findings of support calls and maintain timely and complete data submission into CRM system
    • Carry out procedures necessary to validate systems to certifiable standards
    • Provide technical input to the sales team in non-routine sales cases
    • Assist Application team with validation and testing of Instruments

    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.

    Duties will be carried out mainly via remote diagnosis, with an occasional requirement to provide field service support on customers’ premises abroad or at the factory.

    Reporting

    The position reports to the France Service Manager & France Service Team Leader for Bruker Daltonics who will agree expectations, offer guidance as necessary and provide framework support. 

    Location

    The position is based close to Paris for strong travel facilities at a location that is deemed by the Company to be convenient to the customer base, and for travelling as necessary to our factories abroad. The position is covering French territories and punctually French speaking part of Belgium and Switzerland.

    Qualifications

    Competence

    To carry out the duties to the level expected, the minimum competencies are:

    Personal

    • outgoing and good at building relationships through inspiring trust and confidence
    • a professional image and a very high standard of personal presentation
    • self-motivation and a willingness to work with others towards a shared goal
    • the ability to contribute to a team effort, yet to accept responsibility for an individual role within the team
    • excellent at continual learning in a rapidly advancing technological area.
    • be able to operate as a lone remote worker and to be able to prioritise workload effectively, and to
    • feedback progress appropriately

    Qualifications

    • a Microbiology background and/or tertiary level qualification in electrical or electronic engineering, physics or a related discipline or be 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
    • a current driving licence valid in France.
    • no visa or other restriction preventing travel in the USA or EU.

    Skills and Experience

    • the capacity to take responsibility for remote support of sophisticated instrumentation be able to successfully diagnose faults, and communicate to end users when required.
    • ability to diagnose causes of malfunction and to actively resolve customers’ service problems
    • good computer literacy, including familiarity with data system hardware and industry standard operating systems
    • the ability to communicate effectively at all levels with good spoken and written English.

     

    Performance Management

    The achievement of set objectives, training requirements and further career development are reviewed annually.

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