What are the responsibilities and job description for the Administrator- Global Customer Support position at Bruker?
Overview
At Bruker, we enable 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 research, in applied and pharma applications, in microscopy and nanoanalysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.
Today, worldwide more than 8,500 employees are working on this permanent challenge at over 90 locations on all continents. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems, and its strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meeting its customers’ needs as well as to continuing to develop state-of-the-art technologies and innovative solutions for today's analytical questions.
Responsibilities
Bruker India is seeking for an Administrator, Global Customer Support position to be based in Bengaluru, India. He/ She is responsible for administrative support and coordination at Bruker Nano Surfaces and Metrology (BNSM) Division. Providing Bruker Nano customers with a superior support experience. This role interacts directly with our customers, technical team, and sales team creating trouble tickets, quotations, sales orders, service orders, and return material authorizations while maintaining a high level of communication to our customers and internal team as to parts availability, lead times, and issues that may come up during the process.
Essential Functions :1. Serve as liaison between customer, support team, sales team, and management to improve customer service and business productivity.2. Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.3. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.4. Analyze customer complaints and provide appropriate corrective actions.5. Track, follow-up and resolve customer’s outstanding issues in a timely manner.6. Assist directly or route customers to the appropriate personnel for assistance.7. Responsible for processing and reporting the status of repairs, replacements, sales orders and delivery schedules.8. Ensure customer satisfaction by meeting customer needs in courteous and timely manner.9. Execute all administrative activities related to specials, NDA requests, government contract RFQ’s, Service Support Program documents.10. Processing export/import clearance of all service event orders by preparing appropriate export/import documentation required by customs, i.e. Manufacture Affidavit, Duty Drawback (3311 Form), etc.
Order Administration : 1. Quotes – Support programs, Site Visits, Parts and Repairs2. Sales Orders – Support programs, Site Visits, Parts and Repairs3. RMA’s – Customer Repairs, and Advance Replacement Parts4. Debit Memo’s – Billable Service Visits5. Credit Memo’s – Credits for Parts Returns, Services, and resolving return credit problems6. Internal orders – stock transfer orders and requisitions
Update, maintain, and improve our support databases in compliance with our business processes enabling effective and accurate reporting as well as effective use of this database by world-wide team : 1. Customer Master Data2. Equipment Masters and Assets3. Support Agreements4. Customer Events and all associated transactions5. Customer Feedback6. Other duties as assigned.
Qualifications
- MBA, BBA and BCOM with minimum 3 years of experience in order admin process in any serice oriented industry.
- Experience with Salesforce and SAP would be beneficial.
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.
