Product Support Engineer

About the position

Bruker is one of the world's leading analytical instrumentation companies enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Our high-performance products and high-value life science and diagnostic solutions are trusted by leading businesses, institutes, and scientists worldwide. Today, more than 9,700 employees at over 90 locations are working on this permanent challenge to make the world a better place.

Responsibilities

• Empower customers and internal team through training and creating quality service documentation including but limited to: Create training materials and author troubleshooting procedures, deliver training for both customer and internal team, teach theory of operation and training across a vast technical range of users on instrument operation, applications, and troubleshooting, test, develop, and optimize application protocols, provide user and customer specific post-sale application support, install and qualify AFM instrument, upgrade, and/or accessory.
• Work directly with customers to diagnose instrument, user, and training issues including but not limited to: Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro-mechanical hardware/software instrument issues, user issues, and training issues, optimize instrument and/or accessory performance to meet specification, create and maintain record of activity in support database, author application notes, user/applications procedures, and user/applications training material.
• Independent ownership to execute analysis, provide recommendations, and own the execution of the service deliverables for both New Product Introduction (NPI) and through the Product Life Cycle (PLC) for our AFM instrumentation. Service deliverables include but are not limited to: Design for Service DfS recommendations and cross-functional alignment, Field Replaceable Unit strategy and implementation, create, author, test, and publish service documentation, create, author, test, and optimize customer facing and internal teaching and training curriculum, analysis of support activity, identification, and solution plan recommendation for improvement opportunities.
• Technical liaison between factory and field. Provide system level escalation support for a specific instrument or group of instruments including but not limited to technical leadership, test, analysis, collaboration with engineering or other cross-functional partner, corrective actions, on-site execution, and effective communication.

Requirements

• Minimum PhD in scientific or engineering field from accredited university or college, or Master's degree in scientific or engineering field from accredited university or college with 3 years relevant experience, or Bachelor's degree in scientific or engineering field from accredited university or college with 5 years relevant experience.
• Demonstrated proficiency in Atomic Forces Microscopy.
• Experience with AFM Automation and hardware troubleshooting is desired.
• Customer focused, passionate about science and technology.
• Methodical and detail oriented.
• Demonstrated excellent analytical capability.
• Theoretical understanding of physics, working knowledge of electronics, mechanics, control systems, computers, networking, and common tooling such as oscilloscope, multi-meter.
• Demonstrated ability to install, qualify and be a trainer and technical resource.
• Demonstrated ability to author technical publications and training material.
• Demonstrated ability to provide clear, logical, and effective communication.
• Demonstrated ability to develop, communicate, implement, and execute assigned project including achieving required deliverables on time.

Benefits

• 401(k) with company match
• Employee stock purchase plan
• Medical and dental plans
• Life insurance
• Short-term and long-term disability insurance
• Employee assistance program
• Paid time off including vacation, sick time and holidays