Bruker is seeking an experienced Remote Support Engineer (Analytical Instruments) to work with customers to diagnose and resolve complex issues with BAXS instruments. The successful candidate will have a strong background in electronics and mechanics, with experience in customer-facing roles and technical expertise in analytical instruments.
Requirements
- Work remotely with customers to diagnose BAXS instruments
- Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electromechanical hardware/software instrument issues
- Optimize instrument and/or accessory performance to meet specification
- Create and maintain record of activity in support database
- 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
- Leverage internal technical expertise to provide the most effective solutions to customer issues
- Build knowledge base to reduce reliance on other internal resources
- Contribute to internal technical knowledge base and publish Frequently Asked Questions
- Maintain communication with customers on the status of all open tickets
- Properly escalate unresolved issues to appropriate technical support teams
- Provide necessary information/observations/logs to next level support or R&D team
- Ability to describe incident and requests as part of a ticket management
- Ability to create and update operational procedures and proposal of decision trees
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
