Service Support Associate
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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SERVICE SUPPORT ASSOCIATE
The function of the Service Support Associate is to coordinate service activities for specialized Bruker equipment, enable Service & Sales colleagues as well as customers, and support the Service Team with the installation, servicing, repair and maintenance of systems and accessories throughout the entire service lifecycle. A key contributor to achievement of BBIO SLS business goals and organizational process development, the Service Support Associate provides customer and Bruker staff support coordination in conjunction with, Technical Helpdesk, Despatch and Customer Success Managers as well as Regional Service Team Leaders.
Responsibilities
The main goal of this position is to deliver effortless service to our customers and increase the customer value day by day within the team.
Objective
Be responsible for the timely allocation of technical service cases and ensure timely customer responses.
Manage and monitor the service case activities throughout the case lifecycle until closure raising any required tasks to initiate actions by service colleagues or other teams and departments.
Manage and monitor the timely recording of customer requests or enquiries for spare parts, and on-site services until delivery and beyond.
Coordinate the professional and solution-oriented processing and answering of complex customer enquiries.
Manage the efficient processing of returns and repairs, and follow-up on repairs and regular status reporting to customers.
Create and manage maintenance plans and schedule/coordinate maintenance service visits in cooperation with Team Leaders and Internal/External Suppliers.
Be the customer contact person for part & material orders required for customer service visits.
Monitor and maintain equipment records following upgrades, relocations, installations and decommissioning.
Support the Field Service teams with requirements to ensure highest standards of customer satisfaction.
Participate in cross-functional cooperation at the interface to other teams or departments and ensure customer-centred processes and efficiencies operate within the service team.
Reporting
The position reports to the Service Manager BioSpin SLS UK
Location
The position is Office based and will require regular attendance to our Coventry UK office. Occasional travel within the assigned region for customer meetings and to overseas Bruker facilities may be required.
Qualifications
Competence
To carry out the duties to the level expected, the minimum competencies are:
Qualifications
A degree level technical qualification (or equivalent) or be able to demonstrate a similar level of knowledge and skill gained by practical experience in a service support environment
Knowledge of current regulatory, environmental and safety legislation in all responsible localities of the position
An excellent standard of both spoken and written English
No visa or other restriction preventing travel in the USA or EU
Minimum 5 recent years work experience supporting technical field support and service employees within a global life sciences or related technical product work environment
Excellent verbal, written, computer, technical, analytical, negotiation and influence, interpersonal communication and presentation skills with advanced technology skills and proficiency in MS Office Suite, SAP, and Salesforce
Personal, Skills and Experience
Confident, approachable, and able to communicate easily and effectively at all levels
Ability to respond to urgent or rapidly changing situations proactively and effectively
Able to analyze problems of a logistical nature and to formulate and propose solutions
A high standard of personal presentation
In-depth understanding of the Company’s products, suppliers, customers, and core technologies
Strong interpersonal skills
Willingness to expend personal effort to meet and exceed expectations
Excellent communication skills in English, both written and spoken
Strong business acumen with advanced analytical and problem-solving skills
Demonstrated ability to build positive and productive work relationships at all levels and with all parties
Proven ability to partner and work effectively in a complex, global environment including capability of gaining commitment and coordinated action for initiatives
Highly self- motivated individual with a strong work ethic, experience with high performance teams in a global, multi-cultural organization, and demonstrated excitement for new challenges and opportunity
Ability to work in a team environment and customer focused with appropriate sensitivity and sense of urgency for customer issues
Proven ability to effectively manage multiple priorities and deliverables
Demonstrated flexibility with ability to prioritize and manage differing time constraints
Performance Management
The achievement of set objectives, training requirements and further career development possibilities will be reviewed annually.
This Job Description cannot be exhaustive, and the post-holder may be required to undertake other duties, which are broadly in line with the above key objectives.
