Remote Application Engineer
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 Nano, one of Bruker’s four operating segments, provides customers in academic and governmental institutions, life science, materials, and applied industries with the tools to determine the characteristics of matter and visualize the structure of molecules. Divisions within BNANO include Bruker AXS, Bruker Nano Analytics, Bruker Nano Surfaces and Metrology, Fluorescence Microscopy, and Canopy.
Remote Application Engineer
The Product Support Engineer is a visible and key customer facing role; responsible for providing “Best in Class” post-sale instrumentation support worldwide for Bruker AXS. Product Support activity includes first level hardware, software and application support to customers and field engineers, instrument installation, diagnostics/fix, and on-going support. Individual must be customer focused, results-oriented, effective communicator, collaborative, and have a strong technical background to enable our customers to maintain their instrument at peak performance and to maximize productivity for their intended use case.
Responsibilities
Essential functions
Provide “Best in Class” post-sale technical support to customers via phone, email, remote tool, and on-site visits, ensuring timely resolution of product related issues.
Conduct troubleshooting and diagnostic tests to identify and resolve hardware and software problems with complex analytical instruments.
Deliver comprehensive product training to customers and internal staff to enhance their understanding of instrument operation, maintenance, and troubleshooting procedures.
Document support activities, including problem resolution steps, in a detailed and organized manner using Salesforce/SAP.
Perform installation, configuration, and validation of new instruments at customer sites, ensuring optimal performance and customer satisfaction.
Develop and maintain strong relationships with key customer, serving as a trusted technical advisor and advocate for their needs within the organization.
Contribute to the creation of technical documentation, including troubleshooting guides and decision trees, to support customers in using instruments effectively.
Manage inventory of spare parts and consumables, ensuring adequate stock levels to meet customer demands and minimize downtime for instrument repairs.
Perform part repairs and refurbishments in-house when feasible
Envronmental requirements
Up to 50% travel in North America.
Able to work in Government sites, cleanroom, production floor, & laboratory environments.
Must have & maintain valid driver’s license
Qualifications
Knowledge, Skills & Abilities
Understanding of analytical scientific instrumentation principles, experience with x-ray equipment/x-ray fluorescent
Proficiency in troubleshooting hardware and software issues related to analytical instruments.
Familiarity with GMP regulatory requirements is a plus.
Understanding of motorized drives, vacuum systems, fluid pumps, optics, electrical circuits, and computer networking principles.
Strong analytical and problem-solving skills
Ability to multitask and prioritize workload and manage multiple support requests simultaneously.
Experience with Salesforce.
Proficiency in using remote diagnostic tools (Webex, TeamViewer, Microsoft Teams).
Ability to read technical documentation including block diagrams and wiring schematics.
Strong interpersonal skills to build rapport with customers.
Ability to work independently with minimal supervision.
Aptitude for collaborations and teamwork.
Educational/Experience:
Minimum 2- or 4-year degree in an engineering, physics, electronics or related field from accredited university or college with multiple years in a technical role that demonstrates fulfillment of the above denoted knowledge, skills, and abilities. Typically, this encompasses 5 years technical experience coupled with demonstrated leadership and skill progression. Electrical or Mechanical Engineering background preferred.
