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Location: Bengaluru
Company: Bruker
Bruker India is looking for an experienced Remote Support Engineer (Analytical Instruments) to be based in based in Bengaluru, India.
Responsibilities
- Work remotely with customers to diagnose BAXS instruments like Xray diffractometers, Fluorescence spectrometers ,Single crystal diffractometers, Optical emission spectrophotometers including but not limited to.
- Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electromechanical hardware/software instrument issues, operations and training related 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 process
- Ask customers targeted questions to quickly understand the root cause of their instrument issues.
- Effectively communicate with end-users to understand the technical issues or concerns via various channels (phone, email, Chat etc.) to identify and resolve them within short time.
- If the first level customer support is unsuccessful, using ticket management and transferring call will be pushed to second level remote support team
- If job demands for onsite support, engineer should travel and support customers within short notice.
- Experience in dealing with analytical instruments like spectrophotometers, X-ray based instruments or optical measuring systems is a must
- 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. Ability 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 and Corporate Identity.
- Future outbound activities will include follow-up actions such as updates and surveys.
- Properly escalate unresolved issues to appropriate technical support teams
- Provide necessary information/observations/logs – all the required data to next level support or R&D team to diagnose a reported/escalated problem.
- Ability to describe incident and requests as part of a ticket management.
- Ability to create and update operational procedures and proposal of decision trees. (issues resolution, requests, and administration procedures)
- Perform other tasks as assigned by manager.
- The role requires working in rotational shifts from Monday through Friday, with occasional weekend support as needed.
- Excellent customer relation skills and the ability to make timely and effective decisions is a plus.
Knowledge, Skills and Abilities
- Customer focused, passionate about science and technology, and eager to enable customers with Bruker technology.
- Demonstrate Excellent analytical capabilities and theoretical understanding of physics.
- Customer service-oriented working experience in technology-based instruments like XRD, XRF, OES,Electron Microscopy,Hand Held XRF to support various technical issues.
- Working knowledge of electronics, mechanics, control systems, computers, networking.
- Able to use common electrical testing tooling like oscilloscopes, multimeters, etc. to be an effective problem solver of complex system, product user, and/or application issues.
- Demonstrated ability to provide clear, logical, and effective communication in English.
- Ability to communicate effectively in a professional and friendly manner with both internal and external customers.
- Experienced in use of Salesforce (CRM) and SAP preferred is a plus
- Should have worked on remote support tools, e.g., TeamViewers, Webex, any desk.
- 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.
- For further development, engineer should be willing in general to travel up to 20%
- Students of Engineering & Science background are welcome.
- Start your service career with first step in making our clients happy.
- Language skills in addition to English are welcome.
Qualifications
Education:
- BE/BTech in Electronics/ Electrical/ Instrumentation, Msc -Physics, Chemistry and Material Science.
- Should have a technical education and / or worked already as a technician.
Experience:
- Minimum 2 years field service experience or hotline activity within electronic systems.
- Technical expertise in electronics and mechanics.
- Confident in handling all common PC operating systems and networks.
