Remote Support Engineer (Analytical Instruments)

Overview

Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high-performance scientific instruments and high-value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity and customer success in life science molecular research, in applied and pharma applications, in microscopy and nano analysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.

Today, worldwide more than 11,000 employees are working on this permanent challenge at over 90 locations on all continents. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems and a strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meeting its customers’ needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today's analytical questions.

Bruker India is looking for an experienced Remote Support Engineer (Analytical Instruments) to be based in based in Bengaluru, India.

Responsibilities

• Work remotely with customers to diagnose all Bruker Maldi Biotyper products and accessories including but not limited to.
• Diagnose, test & Optimize instrument and/or accessory performance to meet specification.
• Create and maintain record of activity in support database
• Provide 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 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
• job demands for occasional onsite support, engineers may travel and support customers within short notice.
• Job demands international travel to Europe and US for training purposes.
• Experience in dealing with analytical instruments like mass spectrometry is an advantage.
• 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.
• Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable global service.
• Accurately document and update tickets in the CRM System. Ability to maintain a personal queue of open requests.
• Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications and Corporate Identity.
• Future outbound activities as follow up possible (updates, surveys)
• Properly escalate unresolved issues to appropriate technical support teams
• Provide necessary information/observations/logs - all the required data to next level support or R&D team to diagnose a reported/escalated problem.
• Ability to describe incident and requests as part of ticket management.
• Ability to create and update operational procedures and proposal of decision trees. (issues resolution, requests, and administration procedures)
• Perform other tasks as assigned by manager.
• The job demands to work in rotational shifts include Nights (Monday through Sunday)
• Excellent customer relation skills and the ability to make timely and effective decisions is a plus.

ADDITIONAL RESPONSIBILITIES: Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer focused, passionate about science and technology, and eager to enable customers with Bruker technology.
• Demonstrate Excellent analytical capabilities and theoretical understanding of physics, electronics and/or related fields.
• Customer service-oriented working experience in technology-based instruments to support various technical issues
• Working knowledge of electronics, mechanics, control systems, computers, networking.
• Demonstrated ability to provide clear, logical, and effective communication in English.
• Ability to communicate effectively in a professional and friendly manner with both internal and external customers.
• 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.
• The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry.
• A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client.
• Language skills in addition to English are welcome.

Qualifications

Education:

• BE/BTech in Electronics/ Electrical/ Instrumentation, Msc -Physics, Chemistry and Material Science.

Experience:

• Minimum 3 years’ field service experience or hotline activity within electronic systems
• Technical expertise in electronics and mechanics
• Confident in handling all common PC operating systems and networks

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.