Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Collaborate remotely with clients to troubleshoot BAXS instruments such as X-ray diffractometers, fluorescence spectrometers, single crystal diffractometers, and optical emission spectrophotometers.

• Identify, test, develop, optimize, communicate, and implement the most effective solution strategies for intricate electromechanical hardware/software instrument challenges.

• Maintain and update records of activities in the support database.

• Enhance the performance of instruments and/or accessories to align with specifications.

• Deliver an exceptional customer experience throughout the entire support process.

• Pose targeted questions to customers to swiftly ascertain the root cause of their instrument problems.

• Communicate effectively with end-users to grasp technical issues or concerns through various channels (phone, email, chat, etc.) to identify and resolve them promptly.

• If initial customer support efforts are unsuccessful, utilize ticket management and transfer calls to the second-level remote support team.

• If the situation necessitates onsite support, the engineer should be prepared to travel and assist customers at short notice.

• Utilize internal technical knowledge, including colleagues, mentors, knowledge bases, community forums, and other internal resources, to deliver the most effective solutions for customer issues.

• Develop a knowledge base to gradually reduce dependency on other internal resources.

• Diligently document and update tickets in the tracking systems.

• Maintain ongoing communication with customers regarding the status of all open tickets.

• Appropriately escalate unresolved issues to the relevant technical support teams.

⛳️ Requirements

• A Bachelor's degree in Electronics, Electrical Engineering, Instrumentation, or a Master's in Physics, Chemistry, or Material Science.

• At least 2 years of field service experience or hotline activity involving electronic systems.

• Proficiency in electronics and mechanics.

• Experience with analytical instruments such as spectrophotometers, X-ray-based instruments, or optical measuring systems is essential.

• A background in technical education and/or previous experience as a technician is required.

• Proven ability to communicate clearly, logically, and effectively in English.

• Familiarity with Salesforce (CRM) and SAP is preferred.

• Experience with remote support tools, e.g., TeamViewer, Webex, or AnyDesk.

• Additional language skills beyond English are advantageous.

🏝️ Benefits

• Bruker is an equal-opportunity employer. We assess qualified candidates without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.