Remote support Engineer (Global Call center)
Bruker is enabling scientists to make breakthrough 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 life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.
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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REMOTE SUPPORT ENGINEER (GLOBAL CALL CENTER)
Job Description
Responsibilities
ESSENTIAL FUNCTIONS:
Work remotely with customers to diagnose BAXS instruments like Xray diffractometers, Fluorescence spectrometers, Single crystal diffractometers, Optical emission spectrophotometers including but not limited to.
Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electromechanical hardware/software instrument issues, operations and training related issues.
Optimize instrument and/or accessory performance to meet specification.
Create and maintain record of activity in support database.
Provide a great customer experience through the entire support process.
Ask customers targeted questions to quickly understand the root cause of their instrument issues.
Effectively communicate with end-users to understand the technical issues or concerns via various channels (phone, email, Chat etc.) to identify and resolve them within short time.
If the first level customer support is unsuccessful, using ticket management and transferring call will be pushed to second level remote support team.
If job demands for onsite support, engineer should travel and support customers within short notice.
Experience in dealing with analytical instruments like spectrophotometers, X-ray based instruments or optical measuring systems is a must.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Build knowledge base to reduce reliance over time on other internal resources.
Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support.
Accurately document and update tickets in the tracking systems. Ability to maintain a personal queue of open requests.
Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications and Corporate Identity.
Future outbound activities as follow up possible (updates, surveys).
Properly escalate unresolved issues to appropriate technical support teams.
Provide necessary information/observations/logs - all the required data to next level support or R&D team to diagnose a reported/escalated problem.
Ability to describe incident and requests as part of a ticket management.
Ability to create and update operational procedures and proposal of decision trees. (issues resolution, requests, and administration procedures).
Perform other tasks as assigned by manager.
The job demands to work in rotational shifts (Monday through Friday).
Excellent customer relation skills and the ability to make timely and effective decisions is a plus.
ADDITIONAL RESPONSIBILITIES:
- Other duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES:
Customer focused, passionate about science and technology, and eager to enable customers with Bruker technology.
Demonstrated Excellent analytical capabilities and theoretical understanding of physics.
Customer service-oriented working experience in technology-based instruments like XRD, XRF, OES to support various technical issues.
Working knowledge of electronics, mechanics, control systems, computers, networking.
Able to use common electrical testing tooling like oscilloscopes, multimeters, etc. to be an effective problem solver of complex system, product user, and/or application issues.
Demonstrated ability to provide clear, logical, and effective communication in English.
Ability to communicate effectively in a professional and friendly manner with both internal and external customers.
Experienced in use of Salesforce (CRM) and SAP preferred is a plus.
Should have worked on remote support tools, e.g., TeamViewers, Webex, any desk.
The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry.
A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client.
For further development, engineer should be willing in general to travel up to 20%.
Students of Engineering & Science background are welcome.
Start your service career with first step in making our clients happy.
Language skills in addition to English are welcome.
Qualifications
Education:
BE/BTech in Electronics/ Electrical/ Instrumentation, Msc -Physics, Chemistry and Material Science.
Should have a technical education and / or worked already as a technician.
Experience:
At least 1 year of previous service experience or hotline activity within electronic systems.
Technical expertise in electronics and mechanics.
Confident in handling all common PC operating systems and networks.
