Product Support Specialist (mfd)

As one of the worlds 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 accelerate time-to-market and support industries in successfully enhancing quality of life. Weve been driving innovation in analytical instrumentation for over 60 years now. Today worldwide more than 11000 employees are working on this permanent challenge at over 90 locations on all continents.

The Bruker Analytical X-Ray Solutions (AXS) Division develops and manufactures instruments for structural and elemental analysis in materials research life science and quality control. Our product portfolio includes a unique range of advanced analytical instrumentation such as Xray Diffraction (XRD) crystallography solutions Xray Fluorescence (XRF) 3D Xray Microscopy (XRM) Optical Emission Spectroscopy (OES) and combustion/fusion gas analysis. We also provide a variety of benchtop microXRF and TXRF systems for spatially resolved and traceelement analysis as well as handheld XRF devices for rapid nondestructive onsite elemental measurements across diverse industrial and research applications.

As a Product Support Specialistr (m/f/d) you are responsible for providing advanced technical and basic applications support to both customers and field service partners and engineers. You will also interface with factory team and contribute to improvement efforts as well as drive empowerment efforts. The position owner is the highest technical escalation for the respective products in the service organization and must be in regular communication with R&D and the Business Unit. The candidate will recommend solutions and maintain a good record of all work and communication in a CRM system including documenting solutions for a knowledge base and creating diagnostic trees. The ideal candidate for this role is a highly technical and problem-solving-oriented person a motivated self-starter who embraces challenges and enjoys learning independently and is one who possesses excellent communication skills.

Must have excellent customer relations skills and the ability to make timely and effective decisions.

The position involves some business trips to support our customers or for training purposes. You report to the Global Head of Advanced Technical Support and Performance who will agree with expectations offer guidance as necessary and provide framework support.

Duties will include:

• Provide technical solutions (via phone e-mail remote log in video conferences chat etc) to first level global support team (field service remote engineers and channel partners) and customers by finding genuine solutions for complex service problems.
• Work together with the cross-functional team to define a plan of action to solve service cases.
• Communicate efficiently and effectively internally and with customers and partners by asking targeted questions to quickly understand root cause.
• Oversee and handle escalated cases. Promptly and appropriately escalate unresolved issues to the relevant team and management. Take ownership of these escalations and ensure they are effectively resolved by driving the process until a technical solution is identified.
• Create develop and continuously improve the customer support & applications knowledge database.
• Product line ownership including but not limited to definition of service parts collaboration with the development team in product improvement and new product introductions
• Provide service trainings maintain and develop training material
• Collaborate with customers and colleagues in the site planning process prior to installation.
• Inspect install set up test and achieve specifications of systems and accessories at customers sites and deliver operator and basic applications trainings.
• Carry out breakdown and planned preventive maintenance at customers sites.
• Assist with conferences exhibitions and workshops as necessary.
• Provide technical input to the sales team in routine & non-routine sales cases.
• Perform other tasks as assigned by the manager.

Activities will cover all products manufactured or represented by the Company. Specialism in certain products technologies or ranges may form an additional responsibility that will make use of acquired skills and experience. Accurate record keeping and timely submission of documentation is pre-requisite.

We are a highly motivated team with deep experience in customer service. We recognize the developing and changing nature of customer needs and we continuously adapt and improve ourselves to support customers in solving their problems.

• Degree in Physics Chemistry Material Science Geoscience Electrical Engineering or a similar discipline or able to demonstrate a similar level of knowledge and skill gained by practical experience.
• A solid technical or scientific background gained in industry or academia.
• Multiple year relevant work experience in providing technical support or a related field preferably in a high-tech scientific or laboratory environment.
• Very good technical understanding for complex technical systems. Ability in efficient troubleshooting and solution finding for complex state-of-the-art instruments.
• Experience in handling standard tools such as oscilloscope multimeter etc.
• Solid computer skills including familiarity with data system hardware and industry-standard operating systems
• Willing and able (EU driving license) to travel worldwide
• Excels at continual learning in a rapidly advancing technological area.
• The ability to communicate effectively at all levels with excellent spoken and written English and German skills.
• Demonstrates commercial awareness.
• Tenacity and self-motivation inspired by success enthusiasm drive and initiative directed towards achieving positive outcomes.
• Professional self-confident appearance with an outgoing personality to build relationships through inspiring trust and confidence
• Experience with SEM/TEM or XRF as well as with SAP and Sales Force will be an advantage.