Product Support Engineer

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.

Responsibilities

The Sr. Product Support Engineer L3 for our Atomic Forces Microscopy (AFM) products is a key technical role within the support organization of Bruker Nano Surfaces and Metrology “BNSM” Division. This position is responsible for the support and training deliverables for new product introduction and sustaining product life cycle of AFM systems. In addition, this position provides direct instrumentation and user training support as well as training internal team and supporting escalations. Individual must be customer focused with a strong technical background and communication skill to enable our customers to maintain their instrumentation at peak performance and effectively use our AFM system for their applications.

 

ESSENTIAL FUNCTIONS:

1. 50%: Empower customers and internal team through training and creating quality service documentation including but limited to:

a. Create training materials and author troubleshooing procedures.

b. Deliver training for both customer and internal team. Teaching theory of operation and training across a vast technical range of users on instrument operation, applications, and troubleshooting.

c. Test, develop, and optimize application protocols

d. Provide user and customer specific post-sale application support

e. Install and qualify AFM instrument, upgrade, and/or accessory

2. 20%: Work directly with customers to diagnose instrument, user, and training issues including but not limited to

a. 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.

b. Optimize instrument and/or accessory performance to meet specification.

c. Create and maintain record of activity in support database

d. Author application notes, user/applications procedures, and user/applications training material

3. 20%: 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:

a. Design for Service DfS (diagnostics/maintainability/KPIs) recommendations and cross functional alignment in phase 1 and 2 and continue to provide rapid and effective feedback through release and until DfS targets obtained.

b. Field Replaceable Unit (FRU) strategy and implementation: remove and replace (R&R) level for customer, field, and regional repair. Cost analysis, pricing, and service stock recommendations.

c. Create, author, test, and publish service documentation including but not limited to: field installation and user training procedures, acceptance checklists, functional descriptions, interconnect diagrams, remove and replace procedures, troubleshooting guides, technical support bulletins, teaching and training collateral and other technical documentation needed to provide comprehensive post-sale support

d. Create, author, test, and optimize customer facing and internal teaching and training curriculum, develop and author training collateral (presentation, videos, webinar, technical guides), deliver training courses, lab sessions, administer both written and lab tests, and manage service engineer certification for assigned instrument or group of instruments and application modules

e. Analysis of support activity, identification, and solution plan recommendation for improvement opportunities

f. Analysis of impact, recommendation, & service implementation of Engineering Change Orders (ECOs)

g. Recommend definition, develop, & implement effective end of manufacturing and obsolescence support strategy

4. 10%: 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 which includes presentation material both internal to team as well as cross functionally.

 

ADDITIONAL RESPONSIBILITIES:

· Other duties as assigned

 

ENVIRONMENTAL REQUIREMENTS:

· 40% travel both domestically and