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Product Support Specialist

2 months ago

Madison, Wisconsin, United States Bruker Full time

About the Role

We are seeking a highly skilled Product Support Specialist to join our team at Bruker. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers worldwide.

Key Responsibilities

  • Provide timely and effective technical support to customers via phone, email, and on-site visits.
  • 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 customers, 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.

Requirements

  • Understanding of analytical scientific instrumentation principles, experience with x-ray equipment/x-ray diffraction is a plus.
  • 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.

Education/Experience Requirements

  • 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.

Compensation/Benefits

The base salary for the role will depend on a several job-related factors, including, but not limited to education, training, experience, skills, competencies, and job-related knowledge. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time, and holidays.

Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.