Snr Administrator, Global Customer Support

At Bruker we enable 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 nanoanalysis and in industrial applications as well as in cell biology preclinical imaging clinical phenomics and proteomics research and clinical microbiology.

Today worldwide more than 8500 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 its strong reputation among its customers. Being one of the worlds leading analytical instrumentation companies Bruker is strongly committed to further fully meeting its customers needs as well as to continuing to develop stateoftheart technologies and innovative solutions for todays analytical questions.

Bruker Indiais looking forSenior Administrator Global Customer Supportto be based inBengaluru India.

The is responsible for administrative support and coordination providing Bruker Nano Surfaces and Metrology Division customers with a superior support experience. This role interacts directly with our customers technical team and sales team creating trouble tickets quotations sales orders service orders and return material authorizations while
maintaining a high level of communication to our customers and internal team as to parts availability lead times and issues that may come up during the process.

1. Serve as liaison between customer support team sales team and management to improve customer service and business productivity.

Interacts with customers company sales and/or service representatives to handle a variety of presales or postsales service functions
Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA) servicing and exchanges
Analyze customer complaints and provide appropriate corrective actions.
Track followup and resolve customers outstanding issues in a timely manner.
Assist directly or route customers to the appropriate personnel for assistance.
Responsible for processing and reporting the status of repairs replacements sales orders and delivery schedules.
Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
Execute all administrative activities related to specials NDA requests government contract RFQs Service Support Program documents
Processing export/import clearance of all service event orders by preparing appropriate export/import documentation required by customs Affidavit Duty Drawback (3311 Form) etc.

2. Order Administration
Quotes Support programs Site Visits Parts and Repairs
Sales Orders Support programs Site Visits Parts and Repairs
RMAs Customer Repairs and Advance Replacement Parts
Debit Memos Billable Service Visits
Credit Memos Credits for Parts Returns Services and resolving return credit problems
Internal orders stock transfer orders and requisitions

3. Update maintain and improve our support databases in compliance with our business processes enabling effective and accurate reporting as well as effective use of this database by worldwide team.
Customer Master Data
Equipment Masters and Assets
Support Agreements
Customer Events and all associated transactions
Customer Feedback

4. Other duties as assigned.

• Com/MBA/BBA or any relevant qualification highly preferred
• Minimum three years or more relevant working experience
• Experience in sales operationsrelated jobs.
• Experience with international business is of benefit.
• Sense of quality and details.
• Solutionoriented and processdriven.
• Ability to analyse and resolve problems before escalating to the next level
• Microsoft Office (Excel Word PowerPoint etc)
• Experience in OTC domain operating SAP and CRM (SFDC) preferably order management.
• Excellent written and verbal communication skills
• Selfmotivated and team player
• Preferably previous experience in a multinational company.
• Language: English