Product Support Engineer

작업 내용

As one of the world’s leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We’ve been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 7,000 employees are working on this permanent challenge, at over 70 locations on all continents.

SUMMARY OF RESPONSIBILITIES:

The Product Support Engineer is a visible and key customer facing role; responsible to provide individual contribution and Customer Support enabling “Best in Class” post-sale instrumentation support within assigned region for BNSM, manufacturer of the world’s leading Metrology tools. Product Support activity includes: installation, instrument diagnostics/fix, and on-going support. Individual must be customer focused, results-oriented, effective communicator, collaborative, and have strong technical background to enable our customers to maintain their instrument at peak performance and maximize productivity for their intended use case.

• Provide “Best in Class” post-sale support and drive continuous improvement of the BNSM customer experience.
• Execute to current process, procedures and controls, while identifying and recommending improvement opportunities.
• High level of technical understanding and system level perspective. Experience with Semi Metrology techniques including hands-on work.

ESSENTIAL FUNCTIONS:

• HW and Application Troubleshooting capabilities.
• System level understanding and data analysis and processing capabilities.
• Handle advanced maintenance and tool repair.
• Independency in problem solving and in prioritization and execution of job.
• Good judgment on escalation necessity.
• Determination and ability to work long hours when necessary including weekend support if escalated.
• Excellent presentation skills and customer facing capabilities
• Maintain customer satisfaction to high market standards
• Develop diagnostic and repair methodologies and provide training to Field Engineers and Customers

ADDITIONAL RESPONSIBILITIES:

• Other duties as assigned

ENVIRONMENTAL REQUIREMENTS:

• 75% travel both domestically and internationally on short notice
• Able to work in Government sites, cleanroom, production floor, & laboratory environments
• Must have & maintain valid driver’s license and passport with ability to travel to United States, Taiwan, China, South Korea, Singapore, Malaysia, Japan, UK, Israel, Germany, France and Italy.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer focused, passionate about science and technology, and passionate to enable customers with Bruker technology. Demonstrated relationship building with both internal and external customers. Able to work under pressure with prompt and accurate reporting manners.
• Demonstrated ability to understand perspective, manage conflict, and persuade and influence others to reach goals and objectives. Ability to develop the knowledge, skills, and abilities of a customer facing technical team in a short time. Demonstrated ability to independently plan, communicate, and execute assignments, and objectives on time. Able to identify and drive process and policy improvements.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• Minimum of bachelor degree in an engineering field from accredited university or college with multiple years in a technical role that demonstrates fulfillment of the above denoted knowledge, skills, and abilities. Typically this encompasses 5 years technical experience coupled with demonstrated leadership and skill progression. Electrical Engineering background preferred.