Chemical Engineering Jobs at Bruker | Associate Remote Support Engineer Job
Chemical Engineering Jobs at Bruker. The Associate Remote Support Engineer (Analytical Instruments) role at Bruker Bengaluru offers an excellent entry point for science and engineering graduates to build a career in advanced analytical instrumentation. This position focuses on remote technical support, customer interaction, and troubleshooting of high-performance analytical systems, providing exposure to global customers, cutting-edge technologies, and international training opportunities within a world-leading scientific instrumentation company. Interested candidates apply for the exciting opportunity at Bruker Careers.
About Bruker
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 research, in applied and pharma applications, in microscopy and nano analysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics, and proteomics research and clinical microbiology.
Responsibilities
- Work remotely with customers to diagnose all Bruker Maldi Biotyper products and accessories.
- Diagnose, test & optimize instrument and/or accessory performance to meet specifications.
- Create and maintain a record of activity in the 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 technical issues or concerns via various channels (phone, email, Chat, etc.).
- If the first-level customer support is unsuccessful, using ticket management and transferring the call will be pushed to the second-level remote support team.
- The job demands international travel to Europe and the US for training purposes.
- Leverage internal technical expertise to provide the most effective solutions to customer issues.
- Contribute to the internal technical knowledge base and publish Frequently Asked Questions.
- Accurately document and update tickets in the CRM System. Maintain communication with customers on the status of all open tickets.
- Future outbound activities, such as follow-up, are possible (updates, surveys).
- Properly escalate unresolved issues to the appropriate technical support teams.
- Ability to describe incidents and requests as part of ticket management.
- Ability to create and update operational procedures and proposals for decision trees.
- Perform other tasks as assigned by the manager.
- The job demands to work in rotational shifts include Nights (Monday through Sunday).
- Excellent customer relation skills and the ability to make timely and effective decisions is a plus.
- ADDITIONAL RESPONSIBILITIES: Other duties as assigned.
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, electronics, and/or related fields.
- Customer service-oriented working experience in technology-based instruments.
- Working knowledge of electronics, mechanics, control systems, computers, and networking.
- Demonstrated ability to provide clear, logical, and effective communication in English.
- Knowledge in Salesforce (CRM) and SAP is preferred.
- Knowledge in remote support tools, e.g., TeamViewer, Webex, and AnyDesk.
- The personality of a natural team player, willing and able to build confidence and establish strong cooperative relationships.
- A flexible attitude to working hours is required.
- Language skills in addition to English are welcome.
Education Qualifications
- BE/BTech in Electronics/ Electrical/ Instrumentation, MSc-Physics, Chemistry, and Material Science.
Experience
- Fresh/recent graduates or less than 1 year of experience with a basic understanding of electronic systems.
- Technical expertise in electronics and mechanics.
- Confident in handling all standard PC operating systems and networks.
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.
