Program Manager Helpdesk
Program Manager Helpdesk
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Overview
Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Brukers highperformance scientific instruments and highvalue 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 9700 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 worlds leading analytical instrumentation companies Bruker is strongly committed to further fully meet its customers needs as well as to continue to develop stateoftheart technologies and innovative solutions for todays analytical questions.
Bruker India is looking for an experienced Program Manager (Helpdesk)to lead and optimize all customer communication channels for the BNANO Helpdesk based in Bengaluru India. The role encompasses not only chat communication but also telephony software emailtocase and webbased communication platforms. Additionally the candidate will integrate AIdriven and appbased communication technologies to ensure a seamless efficient and customerfriendly experience. The Program Manager will own and harmonize helpdesk technology across divisions driving continuous improvement and ensuring relevance with the latest innovations.
Responsibilities
Strategic Planning & Implementation
- Develop and execute a unified strategy for omnichannel communication across all customer touchpoints including chat telephony email and webbased platforms.
- Ensure global onboarding and harmonization of communication technologies across all divisions and regions.
Technology Management
- Oversee the integration of chat communication tools (e.g. WhatsApp WeChat Line) with Salesforce platform.
- Manage telephony software quality and emailtocase processes to ensure seamless operations.
- Lead the implementation of AIdriven solutions such as Einstein bots and appbased communication to enhance helpdesk efficiency.
- Continuously assess and adopt the latest technologies to ensure systems remain relevant and effective.
User Experience Optimization
- Enhance customer satisfaction by ensuring all communication channels are intuitive fast and reliable.
- Analyze user feedback and performance data to identify areas for improvement and implement necessary changes.
- Ensure a cohesive and efficient omnichannel communication experience for customers.
CrossDivision Collaboration & Alignment
- Partner with crossfunctional teams to ensure consistent communication practices across divisions.
- Provide guidance and support to regional teams for maintaining a harmonized global communication system.
Content & Knowledge Management
- Collaborate with Bruker Academy and helpdesk managers to create and maintain a robust knowledge base for selfservice and diagnosis.
Data Analysis & Reporting
- Monitor and analyze performance metrics across all communication channels including response times resolution rates and customer satisfaction scores.
- Create datadriven reports to showcase the impact of communication strategies on customer experience and business outcomes.
Qualifications
- About 5year experience in similar or related field will be required.
- Bachelors degree in information technology Computer Science or a related field (preferred).
- Proven expertise in managing omnichannel communication systems including telephony chat email and webbased platforms
- Strong organizational project management and communication skills.
- Experience with Salesforce and AIdriven tools like Einstein bots is highly desirable.
- Ability to lead crossfunctional teams and drive global technology initiatives.
Bruker is an equalopportunity 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 preinterview to determine their eligibility in light of export control restrictions.
Required Experience:
Manager
Employment Type
Full-Time
