Remote Support Engineer (Global Call Center) - Analytical Instrumentation Expertise Required
Join Bruker, a Leader in Analytical Instrumentation, as a Remote Support Engineer
Bruker, a renowned analytical instrumentation company, is seeking a highly skilled and customer-focused Remote Support Engineer to join its global team. With a rich history spanning over 60 years, Bruker has been at the forefront of innovation, delivering cutting-edge solutions that enhance product safety, accelerate time-to-market, and improve the quality of life. As a Remote Support Engineer, you will play a critical role in providing exceptional customer support, diagnosing complex instrument issues, and driving customer satisfaction.
About the Role
As a Remote Support Engineer at Bruker, you will be responsible for providing technical support to customers worldwide, working with a range of analytical instruments, including X-ray diffractometers, Fluorescence spectrometers, Single crystal diffractometers, and Optical emission spectrophotometers. You will diagnose and resolve complex technical issues, optimize instrument performance, and deliver exceptional customer experiences through various channels, including phone, email, and chat.
Key Responsibilities
- Diagnose and resolve complex technical issues related to Bruker's analytical instruments, including hardware, software, and operational problems.
- Optimize instrument performance to meet specifications and provide training and support to customers.
- Create and maintain accurate records of support activities in the support database.
- Provide exceptional customer experiences through timely and effective communication, ensuring that customer issues are resolved within a short timeframe.
- Leverage internal technical expertise, including peers, mentors, and knowledge bases, to provide effective solutions to customer issues.
- Contribute to the development of internal technical knowledge bases and publish Frequently Asked Questions to enable customer self-support.
- Maintain a personal queue of open requests, ensuring timely updates and resolution of customer issues.
- Escalate unresolved issues to appropriate technical support teams and provide necessary information and observations to facilitate resolution.
- Travel up to 20% for onsite support, as required.
Essential Qualifications
To succeed in this role, you should possess:
- A degree in Electronics, Electrical, Instrumentation, or a related field (BE/BTech or MSc in Physics).
- Experience in dealing with analytical instruments, such as spectrophotometers, X-ray based instruments, or optical measuring systems.
- Excellent analytical capabilities and theoretical understanding of physics.
- Customer service-oriented experience in technology-based instruments, preferably in XRD, XRF, or OES.
- Working knowledge of electronics, mechanics, control systems, computers, and networking.
- Ability to use common electrical testing tools, such as oscilloscopes and multimeters.
- Effective communication skills in English, with the ability to communicate professionally and friendly with internal and external customers.
- Experience with remote support tools, such as TeamViewer, Webex, or AnyDesk.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Experience with Salesforce (CRM) and SAP.
- Additional language skills beyond English.
What We Offer
At Bruker, we offer a competitive salary and a comprehensive benefits package. As a Remote Support Engineer, you will have the opportunity to work with a global team, develop your technical skills, and advance your career. You will also enjoy:
- A flexible work environment, with rotational shifts (Monday through Friday).
- Opportunities for career growth and professional development.
- A collaborative and dynamic work culture that values innovation and customer satisfaction.
- A chance to work with cutting-edge technology and make a meaningful impact on the scientific community.
Company Culture
At Bruker, we pride ourselves on our commitment to delivering exceptional customer experiences, driving innovation, and fostering a culture of collaboration and teamwork. As a Remote Support Engineer, you will be part of a global team that values:
- Customer-centricity and a passion for science and technology.
- Innovation and continuous learning.
- Collaboration and teamwork.
- Diversity and inclusivity.
Why Join Us?
If you are a motivated and customer-focused individual with a passion for science and technology, we encourage you to apply for this exciting opportunity. As a Remote Support Engineer at Bruker, you will have the chance to:
- Develop your technical skills and expertise.
- Advance your career in a global company.
- Make a meaningful impact on the scientific community.
- Enjoy a flexible and dynamic work environment.
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.