Technical Support Manager – Product Support Engineer

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, to accelerate time-to-market, and to support industries in successfully enhancing quality of life. We have been driving innovation in analytical instrumentation for over 60 years now. Today, more than 8,500 employees distributed across 90 locations around the world continue to delight our customers with innovative solutions.

Bruker Nano, one of Bruker’s four operating segments, provides customers in academic and governmental institutions, life science, materials, and applied industries with the tools to determine the characteristics of matter and visualize the structure of molecules. Divisions within BNANO include Bruker AXS, Bruker Nano Analytics, Bruker Nano Surfaces and Metrology, Fluorescence Microscopy, and Canopy.

Responsibilities

Key Responsibilities:

• Lead and Manage a team of Product Support Engineers, fostering a collaborative and high-performance work environment.
• Introduce and review team goals that align with the company's overall objectives, ensuring the team is working towards common goals.
• Oversee the resolution of complex technical issues and manage customer communications, ensuring timely and effective solutions to enhance customer satisfaction.
• Continuously review and improve support processes and procedures to increase efficiency and effectiveness.
• Develop and Arrange training programs for the technical application scientists team to maintain an in-depth understanding of Bruker Spatial Biology's product portfolio, including GeoMx®, CosMx™, AtoMx™, and CellScape™ platforms.
• Ensure the team maintains up-to-date documentation of support processes, procedures and best practices
• Manage the support ticketing system, ensuring timely resolution of issues and accurate tracking of support activities
• Gather and analyse customer feedback, and working closely with internal functions and R&D to feed those insights back into product development and improvement.
• Efficiently allocate resources, including personnel and equipment, to meet projects and support demands
• Conduct regular performance reviews and provide feedback to team members to support their professional growth
• Monitor and report on key performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Consult on engineering projects related to product support, ensuring alignment with Support goals.

Qualifications

Qualifications:

• Bachelor's degree in a technical field (e.g., Engineering, Computer Science, Biology) or equivalent experience.
• Minimum of 5 years of experience in a product support engineering role, with at least 2 years in a managerial role.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Knowledge of industry standards and regulations relevant to the engineering field.
• Strong technical background in the specific engineering domain (e.g., mechanical, electrical, software) preferred.
• Exceptional communication and interpersonal skills.
• Experience with spatial biology or related technologies is a plus.

At Bruker, base salary is part of our total compensation. The estimated base salary range for this full-time position is between $108,000 yr and $173,000 yr. and provides an opportunity to progress as you grow and develop within a role.The base salary for the role will depend on a several job-related factors, including, but not limited to education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time and holidays, and more.

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.

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.