Service Engineer Global Services & Support Imaging SLS BBIO Group (m/f/d)

Overview

Bruker is enabling scientists and engineers to make breakthrough post-genomic 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 post-genomic life science molecular and cell biology research, in specialty diagnostics, in applied and biopharma applications, in microscopy and nanoanalysis, as well as in industrial and cleantech research, and next-gen semiconductor metrology in support of AI. 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.

For more information, please visit www.bruker.com.

As Service Engineer Global Services & Support Imaging SLS BBIO Group (m/f/d) you will be the primary contact for our global first-line engineers to solve complex Cubes (CT/PET/SPECT) related technical cases both remote and on-site.

Responsibilities

Product Maintenance for all PCI technologies (MRI, NMI, mCT, MPI, Cubes, SII and potential acquired technologies) with a focus on Cubes

• Contribute to (a) SLS owned systems/knowledge base(s) that provide answers to common questions and problems to help first-level support and improve overall service efficiency (e.g. by providing content for AI solutions based on these knowledge bases)

Operative 2nd Level Support

• Participate in a global 2nd Level Support hotline for Bruker service engineers and distributors and track cases in a CRM system for the PCI portfolio (MRI, NMI, mCT, MPI, Cubes, SII and potential acquired technologies) with a focus on Cubes.
• Conduct in-depth analysis of technical issues reported by Field Service Engineers, utilizing a systematic approach to identify root causes and identify solutions to restore performance efficiently.
• Collaborate closely with first level service engineers to escalate critical issues to ensure timely resolution and customer satisfaction. In emergencies and if not solvable otherwise, intervene remotely or on-site for selected escalations.
• Assist in dispatching support tasks received at the 2nd Level Support interface.
• Actively identify and report potential day-to-day opportunities to improve the efficiency of second-level support processes.

Operational 1st Level Support activities for all PCI technologies (MRI, NMI, mCT, MPI, Cubes, SII and potential acquired technologies) with a focus on Cubes (to maintain knowledge and hands-on experience)

• Ad hoc installation of Imaging product line devices, including acceptance testing for the PCI division
• Ad hoc service activities for installed devices during and after the warranty period

Create, manage, maintain and complete reports and service orders in the CRM/ERP system

Participate in training courses and company events as required.

Act as contact person for:

• Regional Service Operations
• Stakeholders from other BBIO divisions or cross-Bruker in PLM projects (for mCT with AXS for instance)
• R&D and Operations for selected products and support situations
• Customers for specific 1st level activities

Qualifications

• At least 3-5 years of experience in a similar role (e.g. Field Service Engineer or Maintenance Engineer)
• Good skills with MS Office, SAP and SalesForce.com
• Extensive work experience with different Imaging technologies (PCI, NMI, mCT, …) or related fields
• Deep technological know-how related to the field of responsibility and related software
• Very good troubleshooting capabilities.
• Service oriented mindset and deliverables
• Works independently and takes full ownership of assigned cases, with a strong commitment to resolve them in the most (time-)efficient way
• Continuous strive for optimization
• Intercultural competence & communication skills
• Stakeholder management
• Analytical thinking in depth and breadth
• Work experience with IT administration is an asset
• Fluency in English is required; knowledge of Dutch and French is considered an advantage

Originally posted on Himalayas