What are the responsibilities and job description for the Global Technical Support Engineer position at Bruker?
Overview
The Global Technical Support Engineer is a key technical role within the support organization of Bruker Nano Surfaces & Metrology “BNSM” Division, manufacturer of the world's leading Atomic Forces Microscopes, Stylus profilers, Mechanical Testers, Nanoindenters, non-contact 3D optical microscopes, and Multi-angle Reflectometry & Ellipsometry. Goal of this position is to resolve customer issues and make continuous improvements to keep our customer’s instruments running at peak performance and assist them to maximizing productivity of their Bruker instrumentation. The Global Technical Support Engineer provides remote customer support resolving global customer instrument and/or user training issues. In addition, this position leverages technical expertise to support our regional teams through the escalation process as well as create diagnostic trees, knowledge database, and deliver training to enable rapid recovery of our customer issues.
Responsibilities
ESSENTIAL FUNCTIONS:1. Work directly with customers to diagnose their BNSM instrument, user, and training issues including but not limited to• Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electromechanical hardware/software instrument issues, user issues, and training 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 process2. Primary technical liaison between customer, internal support team, and Factory Technical Support. Provide system level escalation support for BNSM instruments. This includes but not limited to technical leadership, teaching/coaching, testing, analysis, and collaboration with Factory Technical Support or other cross-functional partners to deliver corrective actions that are effectively communicated to both close the escalation as well as drive root cause fix actions.3. Create documentation, training material, videos in support of released BNSM products• Create, author, test, and publish service documentation including but not limited to: diagnostic guides and decisions trees, user training procedures and/or videos, functional descriptions, interconnect diagrams, remove and replace procedures and/or videos, troubleshooting guides, technical support bulletins, teaching and training collateral and other technical documentation/videos needed to provide comprehensive post-sale support• Create, author, test, and optimize customer facing and internal teaching and training curriculum, develop and author training collateral (presentation, videos, webinar, technical guides), deliver training courses, lab sessions, administer both written and lab tests, and manage service engineer certification for assigned instrument or group of instruments and application modules• Analysis of support activities. Identify areas for improvement and recommend plans for improvement opportunities4. Install and qualify BNSM instruments, upgrade, and/or accessory. Empower customers and internal team to effectively use of their BNSM instrumentationADDITIONAL RESPONSIBILITIES:• Other duties as assigned KNOWLEDGE, SKILLS, AND ABILITIES:Demonstrated ability to be effective use BNSM instrumentation or similar techniques which includes: Atomic Force Microscopes, Stylus profilers, Mechanical Testers (Tribology), Nanoindenters, non-contact 3D optical microscopes, and Multi-angle Reflectometry & Ellipsometry.Customer focused, passionate about science and technology, and eager to enable customers with Bruker technology. Demonstrated Excellent analytical capabilities and theoretical understanding of physics. Working knowledge of electronics, mechanics, control systems, computers, networking. Able to use common electrical test tooling such as oscilloscopes, mutlimeters, etc. to be an effective problem solvers of complex system, product user, and/or application issues. Demonstrated ability to install, qualify and be a trainer and technical resource that effectively empowers our customers and internal team for complex electro-mechanical instrumentation and application modules. Able to test, optimize, and develop best practice for support and post-sale application activity. Demonstrated ability to author technical publications and training material. Demonstrated ability to provide clear, logical, and effective communication in English. Language skills in addition to English welcome. Demonstrated ability to develop, communicate, implement, and execute assigned project including achieving required deliverables on time.
Qualifications
Minimum PhD in scientific or engineering field from accredited university or college, or Master degree with 3 year relevant experience, or Bachelor’s degree in scientific or engineering field from accredited university or college with 5 year relevant experience.ENVIRONMENTAL REQUIREMENTS:• Ability to travel both domestically and internationally• Able to meet physical requirements of the position
