Ingénieur Support Client
3 weeks ago
Leader mondial dans le domaine de l'instrumentation scientifique C’est grâce à plus de 8500 employés répartis sur plus de 90 sites, que Bruker rend possible les découvertes révolutionnaires faites par les scientifiques et de développer de nouvelles applications améliorant la qualité de la vie humaine au quotidien.
L’entité Bruker Daltonics est spécialisée dans la spectrométrie de masse utilisant les technologies suivantes: MALDI-TOF, Q-TOF, Ion Trap, Triple quadripôle (TQ) et Détection Mobile qui peuvent être couplées à la chromatographie : HPLC, Nano-LC, GC et l’Electrophorèse capillaire (CE). Bruker Daltonics commercialise de nombreuses solutions d’analyse innovantes dans les domaines du diagnostic clinique, académique (universités, institut de recherche publique…) pharmaceutique, industriel et de la Défense.
Vous rejoindrez l’équipe du Service Après-Vente Bruker Daltonics et serez encadré par le responsable Service Après-Vente et/ou le superviseur Service Après-Vente Daltonics France.
Après avoir suivi une formation interne, à l’étranger et/ou en France, vous serez responsable du support technique à distance de nos clients.
Cette mission consiste à apporter un niveau de support et d’accompagnement élevé à nos clients en réalisant le support téléphonique pour l’ensemble du territoire : France, Belgique, Luxembourg, pays du Maghreb. L’ensemble des opérations seront réalisées par prise en main à distance, le poste est donc sédentaire par nature.
Vous devrez donc disposer d’une réelle capacité d’écoute, d’autonomie, de prises de décisions et de compréhension de nos clients dans toutes les situations afin de maintenir leur satisfaction, qui est notre premier objectif.
Responsabilités:
Vous serez support technique principalement sur les spectromètres de masse de la gamme MALDI Biotyper® et accessoires.
A ce titre, vos principales missions seront de :
Diagnostiquer et corriger par prise en main à distance, les dysfonctionnements sur les systèmes afin de remettre le système en état opérationnel
Communiquer et entretenir une relation de qualité avec le client afin de pérenniser les relations commerciales
Etablir ou participer à l'élaboration des devis/chiffrages techniques sur les systèmes installés
Participer à la planification des interventions sur site lorsque nécessaire
Être responsable de l'avancement des dossiers de résolutions de problème afin d'assurer un service client de qualité
Faire le lien entre les experts de l'usine et le client afin de résoudre les problématiques complexes (alerter des problèmes qualité récurrents etc.)
Traiter les besoins support clients et si nécessaire le transférer au service concerné afin d'assurer une bonne prise en charge du dossier
Qualifications:
Niveau Bac +2/+3 en microbiologie ou vous justifiez d'une expérience en spectrométrie de masse dans le domaine de la bactériologie/microbiologie
Vous avez des compétences en bio-informatique
Vous avez des capacités techniques vous permettant d'effectuer le dépannage à distance des instruments
Vous faites preuve de pédagogie et patience afin de résoudre les problèmes
Votre capacité d’organisation, logique et vos capacités de communication seront indispensables
Des connaissances informatiques en configuration de réseaux, architecture client/server, middleware et des connaissances de Windows OS et Office sont nécessaires
Anglais (écrit + oral)
Localisation
Le poste est basé en région Ile-de-France sur le site Bruker France de Champs sur Marne (77).
Poste sédentaire, déplacements ponctuels pour les formations internes Bruker (en Allemagne et sur le territoire Français principalement)
Avantages
Rémunération fixe attractive et rémunération variable basée sur le résultat du Service Après-Vente et sur des objectifs individuels.
Téléphone et ordinateur portable
Participation
Complémentaire Santé
Tickets restaurants
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