Remote Support Engineer (Global Call Center)

• Work remotely with customers to diagnose BAXS instruments like Xray diffractometers, Fluorescence spectrometers ,Single crystal diffractometers, Optical emission spectrophotometers including but not limited to.
• Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electromechanical hardware/software instrument issues, operations and training related issues.
• Optimize instrument and/or accessory performance to meet specification.
• Create and maintain record of activity in 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 the technical issues or concerns via various channels (phone, email, Chat etc.) to identify and resolve them within short time.
• If the first level customer support is unsuccessful, using ticket management and transferring call will be pushed to second level remote support team
• If job demands for onsite support, engineer should travel and support customers within short notice.
• Experience in dealing with analytical instruments like spectrophotometers, X-ray based instruments or optical measuring systems is a must
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Build knowledge base to reduce reliance over time on other internal resources.
• Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support.
• Accurately document and update tickets in the tracking systems. Ability to maintain a personal queue of open requests.
• Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications and Corporate Identity.
• Future outbound activities as follow up possible (updates, surveys)
• Properly escalate unresolved issues to appropriate technical support teams
• Provide necessary information/observations/logs - all the required data to next level support or R&D team to diagnose a reported/escalated problem.
• Ability to describe incident and requests as part of a ticket management.
• Ability to create and update operational procedures and proposal of decision trees. (issues resolution, requests, and administration procedures)
• Perform other tasks as assigned by manager.
• The job demands to work in rotational shifts (Monday through Friday).
• Excellent customer relation skills and the ability to make timely and effective decisions is a plus.

• Customer focused, passionate about science and technology, and eager to enable customers with Bruker technology.
• Demonstrated Excellent analytical capabilities and theoretical understanding of physics.
• Customer service-oriented working experience in technology-based instruments like XRD, XRF, OES to support various technical issues
• Working knowledge of electronics, mechanics, control systems, computers, networking.
• Able to use common electrical testing tooling like oscilloscopes, multimeters, etc. to be an effective problem solver of complex system, product user, and/or application issues.
• Demonstrated ability to provide clear, logical, and effective communication in English.
• Ability to communicate effectively in a professional and friendly manner with both internal and external customers.
• Experienced in use of Salesforce (CRM) and SAP preferred is a plus
• Should have worked on remote support tools, e.g., TeamViewers, Webex, any desk.
• The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry.
• A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client.
• For further development, engineer should be willing in general to travel up to 20%
• Students of Engineering & Science background are welcome.
• Start your service career with first step in making our clients happy.
• Language skills in addition to English are welcome.

• BE/BTech in Electronics/ Electrical/ Instrumentation, Msc -Physics, Chemistry and Material Science
• Should have a technical education and / or worked already as a technician.

Experience:

• At least 1 year of previous service experience or hotline activity within electronic systems
• Technical expertise in electronics and mechanics
• Confident in handling all common PC operating systems and networks