Service Engineer Cubes (Second Line Support) (mfd)

Bruker is enabling scientists and engineers to make breakthrough post-genomic discoveries and develop new applications that improve the quality of human life. Brukers high performance scientific instruments and high value analytical and diagnostic solutions enable scientists to explore life and materials at molecular cellular and microscopic 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 specialty diagnostics in applied and biopharma applications in microscopy and nanoanalysis as well as in industrial and cleantech research and next-gen semiconductor metrology in support of AI. Bruker offers differentiated high-value life science and diagnostics systems and solutions in preclinical imaging clinical phenomics research proteomics and multiomics spatial and single-cell biology functional structural and condensate biology as well as in clinical microbiology and molecular diagnostics.

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As Service Engineer Cubes - Second level you will be the primary contact for our global first-line engineers to solve complex Cubes (CT/PET/SPECT) related technical cases both remote and on-site.

• Provide technical support to global firstline engineers both on customer sites (20%) and remotely (80%)
• Train first level engineers during in-house training sessions
• Write and keep service procedures and manuals up to date
• Provide factory testing support and analysis for new and current products
• Follow up on incoming second-line support tickets
• Perform root cause analysis for technical issues
• Communicate with service requesters and customers in a professional manner
• Escalate issue to Service Management and ensure ensure resolution within agreed SLAs
• Communicate and collaborate closely with software and hardware development teams
• Act as the technical case owner and provide highquality support to internal and external customers within the GSM Imaging department
• Serve as a technical reference for complex technological questions and resolve the majority of cases remotely in cooperation with the technical support team
• Decide on appropriate followup actions for cases that cannot be resolved immediately
• Ensure accurate and consistent exchange of technical information among all stakeholders
• Review and approve technical escalations towards R&D
• When required communicate directly with customers by phone and guide them through technical actions based on your recommendations

• At least 2-3 years of experience in a similar role (e.g. Field Service Engineer or Maintenance Engineer)
• Technical education or certification in mechanics electronics software or equivalent practical experience
• Ability to technically assess situations and proactively advise on solutions
• Strong interpersonal and customer-oriented skills
• Excellent verbal and written communication skills with the ability to explain complex information to users with different levels of technical expertise
• Demonstrated interest in understanding and addressing customer needs
• Strong analytical and problem-solving skills
• Ability to work independently to resolve reported or discovered product issues
• Highly organized and detail-oriented
• Resultsoriented and committed to delivering highquality work
• Ability to multitask work under pressure and adapt in a fastpaced environment
• Strong knowledge of Windows operating systems
• Proficiency in Microsoft Office products including Outlook Word Excel and PowerPoint
• Basic understanding of Xray imaging technology is an advantage but not required
• Ability to identify and support the implementation of process improvements
• Professional Bachelor or equivalent experience in electronics (electro)mechanics industrial engineering computer science biomedical engineering or a related technical discipline
• Fluency in English is required; knowledge of Dutch and French is considered an advantage