Administrator, Global Customer Support

Overview

Bruker is one of the world’s leading analytical instrumentation companies enabling scientist to make breakthrough discoveries and develop new application 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.

 

The Customer Support Coordinator is responsible for direct administrative support providing Bruker Nano customers with a superior support experience.   This critical customer facing role interacts directly with our customers, service team, and cross-functional partners creating trouble tickets, quotations, sales orders, service orders, and return material authorizations while maintaining a high level of communication to our customers and internal team as to parts availability, lead times, and issues that may come up during the process.

Responsibilities

ESSENTIAL FUNCTIONS:

Processes orders. 60%

Quotes – Support programs, Site Visits, Parts and Repairs

Sales Orders – Support programs, Site Visits, Parts and Repairs

RMA’s – Customer Repairs, and Advance Replacement Parts

Debit Memo’s – Billable Service Visits

Credit Memo’s – Credits for Parts Returns, Services, and resolving return credit problems

Internal orders – stock transfer orders and requisitions

Serve as liaison between customer, support team, sales team, and management to improve customer service and business productivity. 40%

Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions

Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges

Analyze customer complaints and provide appropriate corrective actions.

Track, follow-up and resolve customer’s outstanding issues in a timely manner.

Assist directly or route customers to the appropriate personnel for assistance.

Responsible for processing and reporting the status of repairs, replacements, sales orders and delivery schedules.

Ensure customer satisfaction by meeting customer needs in courteous and timely manner.

Execute all administrative activities related to specials, NDA requests, government contract RFQ’s, Service Support Program documents

Processing export/import clearance of all service event orders by preparing appropriate export/import documentation required by customs, i.e. Manufacture Affidavit, Duty Drawback (3311 Form), etc.

Update, maintain, and improve our support databases in compliance with our business processes enabling effective and accurate reporting as well as effective use of this database by world-wide team. 20%

Material & Inventory Management

Equipment Masters

Customer Events and all associated transactions

Customer Feedback

Service Pricing

Other as needed

Other duties as assigned

 

SUPERVISORY REQUIREMENTS:

No supervisory responsibilities.

 

ADDITIONAL RESPONSIBILITIES:

Provide back up support for other Customer Support Coordinators

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

 

Excellent verbal and written communication and presentation skills with ability to speak with clarity and interface effectively with customer, management, and peers.

MS office proficient

Able to multitask and work in a team environment

Ability to develop excellent customer relationships.

Ability to complete work accurately under very tight deadlines

Good planning and organizational skills with attention to details

SAP or other ERP experience desireable

 

 

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

Bachelor degree preferably in a Business, Marketing, or Analytical field with a minimum of one year customer facing support or sales experience.

Experience in service/customer support in a high technology instrumentation company preferred.

At Bruker, the base salary is part of our total compensation. The estimated base salary range for this full-time position is between $44,100 and $76,000 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on several job-related factors, including, but not limited to, education, training, experience, the geographic location of the su