IT Manager, Customer Service Center (f/m/d)

at  Bruker

Overview:
Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high performance scientific instruments and high value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular, and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity, and customer success in life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, clinical phenomics research, proteomics and multiomics, spatial and single-cell biology, functional structural and condensate biology, as well as in clinical microbiology and molecular diagnostics. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.
Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems and a strong reputation among its customers. Being one of the world’s leading analytical instrumentation companies, Bruker is strongly committed to further fully meet its customers’ needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today’s analytical questions.
This role might be based in one of Bruker locations, i.e. Ettlingen, Berlin or Bremen in Germany.

Responsibilities:

• Management and Development of an IT Customer Service Center team of IT Service Engineers in alignment with the Global IT Strategy
• Identifies system and workflow improvements to enhance team efficiency and customer satisfaction. Creation and maintenance of high customer satisfaction
• Continued improvement of systems, tools and processes for high efficiency and customer satisfaction
• Coordinates consulting & provisioning regarding IT Services to Bruker Employees according to ITIL Standards
• Provision and operation of IT end devices and services
• Implementation and continuous optimization of service and support processes
• Monitors daily workloads and adjusts to ensure adequate coverage and correct procedures are followed
• Coaches, develops, and mentors customer support personnel, to ensure customers receive prompt, accurate, and friendly service. Foster customer interaction

Qualifications:

• Min. Bachelor’s degree in adequate field, for example: Computer Science, Computer Engineering, Information Technology, Information Systems, etc.
• Proven experience in managing and leading global IT teams
• Ability to inspire, motivate, and mentor team members for high performance
• Demonstrated expertise in identifying system and workflow improvements
• Familiarity with IT service management (ITSM) tools for monitoring and improvement
• Proficiency in measuring and analysing customer feedback and translating it into actionable improvements
• Experience in implementing process enhancements to boost team efficiency and customer satisfaction
• In-depth experience with ITIL (Information Technology Infrastructure Library) standards and practices and experience in coordinating IT services according to ITIL principles would be a strong asset
• Fluency in English and German is a must

• Management and Development of an IT Customer Service Center team of IT Service Engineers in alignment with the Global IT Strategy
• Identifies system and workflow improvements to enhance team efficiency and customer satisfaction. Creation and maintenance of high customer satisfaction
• Continued improvement of systems, tools and processes for high efficiency and customer satisfaction
• Coordinates consulting & provisioning regarding IT Services to Bruker Employees according to ITIL Standards
• Provision and operation of IT end devices and services
• Implementation and continuous optimization of service and support processes
• Monitors daily workloads and adjusts to ensure adequate coverage and correct procedures are followed
• Coaches, develops, and mentors customer support personnel, to ensure customers receive prompt, accurate, and friendly service. Foster customer interactio