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Technical Support Engineer in Field Services
2 mesi fa
Position Overview
As a prominent player in the analytical instrumentation sector, Bruker is dedicated to delivering innovative solutions across various research and development domains. Our instruments are crafted to enhance product safety, expedite market readiness, and assist industries in improving quality of life. With a legacy of over 50 years in driving innovation, our global team of more than 9,700 professionals operates from over 100 locations worldwide.
The role of the Field Service Engineer involves providing specialized technical support in all phases of installation, commissioning, customer training, maintenance, troubleshooting, and client assistance concerning the company's offerings.
The main goal is to be a proactive and effective member of the Customer Service team, delivering competent and focused support to our clientele, ensuring maximum satisfaction, and enhancing the professional reputation of the Company.
Responsibilities will encompass microbiology and diagnostic products that are either manufactured or represented by the Company. Expertise in specific products, technologies, or ranges may also be part of the role, utilizing acquired skills and experience. Maintaining accurate records and timely documentation submission is essential.
Duties will primarily be conducted in Italy, particularly in the Northern region, but there will be significant expectations for field service support at customer locations abroad or at the manufacturing facility.
This position reports to the Region Service Manager, who will establish expectations, provide guidance, and offer support. Daily priorities will be determined by the Service Manager and helpdesk team.
The role is home office based, ideally located in proximity to major travel connections for both domestic and international travel.
Key Responsibilities
As a vital member of the Service Team, your responsibilities will include:
- Gaining familiarity with specific instruments prior to installation through provided documentation and/or participation in the final testing phase at the factory.
- Collaborating with customers and colleagues during the site planning phase prior to installation.
- Inspecting, installing, configuring, testing, and ensuring systems and accessories meet specifications at customer sites, along with delivering basic operator training.
- Conducting both breakdown and scheduled maintenance at customer locations.
- Offering technical, software, and application support to customers and colleagues, either directly or through remote diagnostics.
- Executing necessary procedures to validate systems to certifiable standards.
- Providing technical insights to the sales team for non-routine sales scenarios.
- Frequent travel within Italy is a fundamental aspect of the role, with significant travel to customer sites abroad, particularly within Europe.
Qualifications
Personal Attributes
- Outgoing personality with a knack for building trust and rapport.
- Professional demeanor and high standards of personal presentation.
- Self-motivated with a collaborative spirit aimed at achieving shared objectives.
- Ability to contribute to team efforts while taking responsibility for individual roles.
- Commitment to continuous learning in a rapidly evolving technological landscape.
Required Qualifications
- A degree in Microbiology, Biology, Biotechnology, Biochemistry, or equivalent practical experience in the Mass Spectrometry field.
- A solid technical or scientific foundation gained through industry or academic experience.
- A valid driving license recognized in Italy.
- No visa restrictions for travel within the USA or EU.
Skills and Experience
- Ability to oversee the complete installation and commissioning of sophisticated instruments and instruct users in their basic operation.
- Proficiency in diagnosing malfunctions and effectively resolving customer service issues.
- Strong computer skills, including familiarity with data system hardware and industry-standard operating systems.
- Effective communication skills at all levels, with proficiency in spoken and written English.
- 1 - 2 years of relevant experience.
