2nd Level Support Specialist FT-NMR Benchtop
vor 4 Wochen
Überblick
Bruker is enabling 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 and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, clinical phenomics research, proteomics and multiomics, spatial and single-cell biology, functional structural and condensate biology, as well as in clinical microbiology and molecular diagnostics.
Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems and a strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meet its customers’ needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today's analytical questions.
Bruker BioSpin, as part of the Bruker Group, is a high-tech international company and the world-leading manufacturer of comprehensive solutions in Nuclear Magnetic Resonance (NMR), Electron Paramagnetic Resonance (EPR) and Preclinical Magnetic Resonance Imaging (MRI).
To this end, we offer you:
A canteen with meal vouchers Job bike Hybrid working possibilities Support for your pension scheme Capital-forming benefits 30 days of vacation Modern air-conditioned buildings State-of-the-art office space & infrastructure Free employee parking Highly satisfied and forward striving teams Talented and diverse employees from and all over the world Finally, of course, the fact that even though we are listed on the stock exchange, we are still safe and sound in the hands of our owner and thus able to weather all storms.For our office in Ettlingen we are searching for a 2nd Level Support Specialist FT-NMR Benchtop (m/f/d).
Aufgaben/Verantwortlichkeiten
Operating a targeted global 2nd Level Support hotline for Bruker service engineers and track cases in a CRM system with dedication to the FT-NMR BT product line, related accessories and software including but not limited to diagnosing problems, providing instructions for implementing effective solutions (by 1st level team) and gathering feedback on successful implementation from 1st level team Conduct in-depth analysis of technical issues reported by clients and internal teams, utilizing a systematic approach to identify root causes and restore performance efficiently Collaborate closely with first level service experts and engineers to escalate critical issues, coordinate service activities, and streamline communication channels to ensure timely resolution and customer satisfaction. In emergencies and if not solvable otherwise, intervene remotely or at sites for selected customer escalations (. KOL) and long-lasting install and acceptance issues Support R&D to develop, review, and maintain comprehensive technical documentation, including service manuals/ instructions Develop, review, and maintain service procedures, troubleshooting guides, and technical bulletins, . Service Information (SI) to facilitate knowledge transfer and enhance service efficiency Creating training content and deliver technical training to BBIO SLS Field Service Engineers and service partners/ third parties within an LMS. Design material and training structure such that selected Field Service Engineers are enabled to setup and conduct trainings in other SLS country offices as required Maintaining and developing SLS owned training devices based in Ettlingen, Germany, in coordination with other SLS stakeholders Get understanding of customer demands related to service topics via indirect and direct customer feedback Active participation in FT-NMR BT Product Lifecycle Management projects (phases and gates), . defining and defending the service requirements, ensure that deliverables assigned to SLS are provided Support the Services & Aftermarket Portfolio Management Team and Software Teams in defining and evaluation of new service products, consumables, accessories, and software Reporting new or recurring problems to R&D, Quality and Product Management, participating in CAPA cases as required Stakeholder management for knowledge transfer from R&D to SLS and vice versa Support the Service Innovation and Transformation Team in evaluating optimal service delivery concepts including BBIO regional service operations as well as third party agent solutions
Qualifikationen
Diploma/ Master's degree in Physics, Chemistry, Biochemistry an engineering or related fields. PhD is an asset. Proven experience (min. 5 years) in a technical support role within the life science industry, preferably in a laboratory or research environment Knowledge of NMR, and applications in life science research and applied markets Strong troubleshooting skills with the ability to analyze complex technical issues, identify root causes, and implement effective solutions. Excellent communication skills with the ability to convey technical information clearly and concisely to diverse audiences. Excellent customer service orientation with a passion for delivering superior support and building long-term relationships with clients. Ability to work independently and collaboratively in a fast-paced, dynamic environment, demonstrating adaptability, initiative, and problem-solving skills. Proficiency in relevant software applications, data analysis tools, basic knowledge about client-server system and laboratory information management systems (LIMS) is highly desirable. Willingness to travel occasionally to customer sites for service activities and training sessions. Experienced with usual measurement devices, . Oscilloscope English Skill, at least C1 Teilen Sie dieses Stellengesuch in Ihrem sozialen Netzwerk |-
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