Product Support Engineer

Bruker Corporation•Delray Beach, FL

8d•$88,000 - $115,000

About The Position

As one of the world’s leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, to accelerate time-to-market, and to support industries in successfully enhancing quality of life. We have been driving innovation in analytical instrumentation for over 60 years now. Today, more than 11,000 employees distributed across 90 locations around the world continue to delight our customers with innovative solutions. Bruker Nano, one of Bruker’s four operating segments, provides customers in academic and governmental institutions, life science, materials, and applied industries with the tools to determine the characteristics of matter and visualize the structure of molecules. Divisions within BNANO include Bruker AXS, Bruker Nano Analytics, Bruker Nano Surfaces and Metrology, Fluorescence Microscopy, and Canopy. The Product Support Engineer is a visible and key customer facing role; responsible to provide individual contribution and Customer Support enabling “Best in Class” post-sale instrumentation support within assigned region for BNSM, manufacturer of the world's leading Metrology, Cleaning and Repair tools. Product Support activity includes: installation, instrument diagnostics/fix, and on-going support. Individual must be customer focused, results-oriented, effective communicator, collaborative, and have strong technical background to enable our customers to maintain their instrument at peak performance and maximize productivity for their intended use case. Provide “Best in Class” post-sale support and drive continuous improvement of the BNSM customer experience. Execute to current process, procedures and controls, while identifying and recommending improvement opportunities. High level of technical understanding and system level perspective. Experience with Semi Metrology techniques including hands-on work.

Requirements

Experience with setup, calibration, and optimization of Class IV lasers – including Yb:KGW Carbide pulsed lasers CMB01-4H-R, and Semiconductor Continuous Coherent Genesis CX lasers
Strong interpersonal and communication skills
Ability to operate in a fluid environment with changing requirements and priorities
Ability to provide objective input that assists in reviewing potential changes
Demonstrated proficiency and experience with Microsoft Office suite including PowerPoint, Word and Excel and Microsoft Project software and SharePoint
Sub-assembly to System level experience in electronics, mechanical, and integration
Testing and test plan writing, execution, and performance
Detail orientated and disciplined management and meeting skills
Associates degree or higher in Electrical or Mechanical Engineering or Science and Minimum 2 years’ experience in an applications role or as a manufacturing, assembly, or systems level technician for technology organizations in the areas of Semiconductor, Aerospace, Defense or Electronic communications

Responsibilities

Provide remote technical support to field service engineers
Manage service tickets and timely report service events
Work with materials group to ensure timely shipping and correct inventory levels of spare parts are maintained in each region or customer location
Write and/or modify technical procedures, service bulletins and other related documentation
Interface with customers with a strong focus on customer satisfaction via email, phone and/or onsite at customer locations
Provide training to field service engineers, applications engineers and customers
Assist service personnel with factory and onsite installation, maintenance, calibration and repair of semiconductor equipment at customer sites throughout the world as needed
Manage customer equipment events with a strong sense of ownership from initial notification to closure
Manage spare parts inventory and ensure proper tracking and reporting of parts consumed
Document failures through RMR failure analysis and corrective action systems
Document all pertinent data and service events using SFDC reporting system
Provide onsite technical support to field service world wide on short notice
Participate in “Out of Box” Quality process and work to address issues and improve processes associated with set up and testing of systems, acceptance criteria, specifications, and documentation of procedures
Participate in Product Life Cycle planning to optimize serviceability from product inception to end of support
Support cross functional partners within the business unit to deliver quality products
Perform other duties as requested