Global Remote Support Engineer

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 a Global Remote Support Engineer to be based in Bengaluru, India. He/ She 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, Nano indenters, non-contact 3D optical microscopes, and Multi-angle Reflectometry & Ellipsometry.  This position requires to provide remote support to our existing customers through email, telephone, and the use of remote support tools. Candidate will recommend solutions and maintain a good record of all work and communications with the customer or engineer in a call tracking system, including documenting solutions for a public knowledge base. The ideal candidate for this role is a motivated self-starter, who embraces challenges and enjoys learning independently, and is one who possesses excellent customer service, and technical problem-solving skills.

Responsibilities 

• Must have excellent customer relations skills and the ability to make timely and effective decisions
• Ask customers targeted questions to quickly understand root cause of their issue. Call screening and logging through CRM software.
• Effectively communicate with end-users of varying technical capability and roles via various channels (phone, email, Chat etc.) to identify/resolve technical issues.
• If the first level is unsuccessful, ticket management, and transferring call to second level remote support team.
• Be available for incoming calls and pull work from an incoming queue.
• Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue.
• May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. Build knowledge base to reduce reliance over time on other internal resources.
• Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support.
• Accurately document and update tickets in the tracking systems. Able to maintain a personal queue of open requests.
• Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications.
• Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.
• Properly escalate unresolved issues to appropriate technology teams
• Provide necessary information/observations/logs all required support to next level or developer for diagnose a reported/escalated problem
• Good sense of end-user satisfaction
• Ability to describe incident and requests as part of ticket treatment
• Ability to create and update operational procedures (issues resolution, requests, and administration procedures).
• Perform other tasks as assigned by manager.
• This position requires remote support to USA and European Countries.
• The job demands to work in shifts (Monday through Friday).

Qualifications

Knowledge, Skills and Abilities : 

• Minimum 2 years Experience in Analytical Instrumentation/Field Service Experience in Analytical Industry.
• Customer service oriented good communication skills used to support various technical issues and desktop operation queries.
• Experience in use of SFDC/SAP CRM preferred.
• Should have worked on various remote support tools, e.g. Webex, TeamViewers, anydesk etc.
• Demonstrated ability to analyze, diagnose, and repair complex equipment problems remotely in a minimum amount of time
• Ability to communicate effectively in a professional manner with both internal and external customers
• Tenacity and self-motivation inspired by success, enthusiasm, drive and initiative directed towards achieving positive outcomes
• The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry
• A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client
• A very high standard of personal presentation.
• Must be willing to travel up to 20%
• B.E./B.Tech (ECE, EIE, EEE, Metallurgical Engineering) or M Sc. (Physics or Chemistry or Material Science)

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.