Technical Support Specialist

Overview

Bruker is enabling scientists and engineers to make breakthrough post-genomic 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 post-genomic life science molecular and cell biology research, in applied and biopharma applications, in microscopy, as well as in industrial and cleantech research, and semiconductor metrology in support of AI. Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, proteomics and multi-omics, spatial and single-cell biology, structural and condensate biology, as well as in clinical microbiology and molecular diagnostics.

Responsibilities

Please note this is a remote based role that can be located anywhere in the US, position will require travel.

New opportunity for a Technical Support Specialist with knowledge of Bruker technologies, site planning requirements, product installation, and servicing to guide domestic and international customers, third party vendors, and service colleagues through ongoing technical challenges and provide continuous system technical support via site visits, phone/e-mail/ Microsoft Teams/ Zoom videoconferences for complex and routine needs.

• As part of a team, will oversee and participate in the installation of complex high value life sciences equipment and systems (such as MRI, NMR, UHF, DNP, EPR, Heliosmart Recovery system) from point of sale to final acceptance while ensuring all projects are completed on time, within budget, and meet high quality standards.
• Provide training and mentoring for all AMER service staff on installation and service of new and old equipment in designated area of expertise with emphasis on highest level of excellence.
• Perform, participate and support specialized and most advanced installations at customer sites, including but not limited to assembly, aligning, and testing to factory specification, field mapping, traveling nation-wide and occasionally to customer sites outside US.
• Provide technical support to customers, third party vendors and service staff via multiple communication methods for highly complex and daily issues.
• Support service team with installation and set-up of complex projects.
• Provide technical support to the customer, OAC team, third party vendors  and service team regarding site planning requirements and specifications including facilities, water/cooling systems requirements, heat exchangers, HVAC, monitoring systems, compressors, and related system requirements.
• Provide OEM support including software manipulation, log file analysis and troubleshooting as required.
• Support Bruker ongoing opportunities and projects by coordinating and facilitating requirements for rigging including airport pickup and equipment required for delivery to customers.
• Interface with internal and external organizations on technical issues including missing parts, quality control issues, returns, warranty replacement, and returns, (maintaining product failure sheets).
• Identify, escalate, and resolve issues, which might affect customer satisfaction and Bruker operational targets.
• Work cross functionally with sales and service teams while owning the technical expertise as a subject matter expert (SME) and implementation process for Bruker Service.
• Provide technical project guidance to customers, service staff, Bruker European R&D as well as technical sales support staff, nation-wide by phone and e-mail for highly complex and daily issues.
• Responsible for follow-up troubleshooting, resolving problems and communication with factory for complicated installations/services nation-wide as well as CAPA or other design issues.
• Coordinate with 3rd-party vendors to ensure orders are placed and tracked in a timely manner.
• Provide support between the customer and the Bruker factory and service team to drive customer satisfaction and process productivity.
• Perform complex and routine services on designated systems.

Qualifications

• Bachelor Degree in technical scientific engineering (STEM) discipline.
• Minimum 5 years hands-on work experience with mechanical and technical support activities involving service engineering of complex life sciences systems and equipment.
• Excellent verbal, written, computer, technical communication, organizational, and presentation skills, including fluent English, and advanced proficiency with Microsoft Office, SAP, Salesforce.
• Extensive working knowledge of Bruker technologies is preferred.
• Proven ability to understand complex electro-mechanical systems and strong technical problem-solving skills.
• Demonstrate excellent communications skills and professionalism at all times.
• Capability, willingness, and interest to learn sophisticated technology is required.
• Proven ability to train, mentor, and develop colleagues.
• Advanced interpersonal and customer service skills with proven ability to coordinate with all parties in a timely, professional, responsive, and courteous manner.
• Operates with a high standard of ethics, integrity, and professionalism.
• This position requires lifting heavy objects and maneuvering large bulky items, i.e., various tools, mechanical pumps, rigging equipment, power supplies, field mapper and related items.
• This position requires reasonable dexterity to perform manual functions in confined spaces.
• Ability to satisfactorily perform field service customer support.
• Actively participate in quarterly scientific training courses.
• Ability to satisfactorily complete position compliance and training requirements.
• Valid Driver License in good standing, issued by resident state required, with reliable transportation.
• U.S. Citizenship or U.S. Permanent Resident status required.
• Schedule flexibility for domestic and international travel on short notice.
• Maintain a valid passport with ability for domestic and international travel.
• May be required to pass security clearance investigation.

At Bruker, the base salary is part of our total compensation. The estimated base salary range for this full-time position is between $78,750 and $120,000 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on 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, national origin, disability, veteran status, and other 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.