Support Engineer

🕒 April 29

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Bruker

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1960

⚕️ Healthcare Insurance

🧘 Wellness

🏢 Enterprise

💰 Post-IPO Debt on 2019-12

Healthcare Insurance • Wellness • Enterprise

Bruker is not just a healthcare provider; it is a partner in well-being and success. Their mission revolves around 'Heal, Live Pain-Free, Thrive,' and they focus on transforming lives through a comprehensive approach to health and wellness. Bruker provides services in physical therapy, mental health, and primary care, aiming to empower individuals and communities to lead healthier lives. They also offer corporate solutions and consulting services to enhance employee health and productivity.

📋 Description

• Work remotely with customers to diagnose BAXS instruments like Xray diffractometers, Fluorescence spectrometers, Single crystal diffractometers, Optical emission spectrophotometers. • Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electromechanical hardware/software instrument issues. • Create and maintain record of activity in support database. • Optimize instrument and/or accessory performance to meet specification. • Provide a great customer experience through the entire support process. • Ask customers targeted questions to quickly understand the root cause of their instrument issues. • Effectively communicate with end-users to understand the technical issues or concerns via various channels (phone, email, Chat etc.) to identify and resolve them within short time. • If the first level customer support is unsuccessful, using ticket management and transferring call will be pushed to second level remote support team. • If job demands for onsite support, engineer should travel and support customers within short notice. • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. • Build knowledge base to reduce reliance over time on other internal resources. • Accurately document and update tickets in the tracking systems. • Maintain communication with the customers on the status of all open tickets. • Properly escalate unresolved issues to appropriate technical support teams.

🎯 Requirements

• BE/BTech in Electronics/ Electrical/ Instrumentation, Msc -Physics, Chemistry and Material Science. • Minimum 2 years field service experience or hotline activity within electronic systems. • Technical expertise in electronics and mechanics. • Experience in dealing with analytical instruments like spectrophotometers, X-ray based instruments or optical measuring systems is a must • Should have a technical education and / or worked already as a technician. • Demonstrated ability to provide clear, logical, and effective communication in English. • Experienced in use of Salesforce (CRM) and SAP preferred is a plus. • Should have worked on remote support tools, e.g., TeamViewers, Webex, any desk. • Language skills in addition to English are welcome.

🏖️ Benefits

• Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.