Product Support Engineer (m/f/d)

at  Bruker

Overview:
Bruker is one of the world’s leading analytical instrumentation companies enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Our high-performance products and high-value life science and diagnostics solutions are trusted by leading businesses, institutes, and scientists worldwide. Today, more than 9.700 employees at over 100 locations are working on this permanent challenge to make the world a better place.
NanoString Technologies, a Bruker Company, is a provider of life science tools for translational research. The company’s technology enables a wide variety of basic research and translational medicine applications.
The Product Support Engineer is a key member of the customer support team at NanoString. They will work closely with the Technical Application Scientists, Instrument Service and R&D teams to diagnose and resolve instrument hardware and software issues for external customers. They will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers. They will work closely with R&D both in the diagnosis and resolution of the issue and track instrument performance metrics to inform product development efforts. Using the instrument logs and associated information, they will determine the root cause for all issues and provide support directly to the customer to ensure a successful resolution. Key to the role is the timely and appropriate response to urgent customer concerns, the ability to apply sound judgment to problem solve, and the escalation of issues to management and cross functional peers.

Responsibilities:

• Provide Tier 2 remote support for all instrument hardware and software issues at customer’s sites located globally
• Work directly with internal and external customers to diagnose and resolve instrument issues
• Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex hardware and software instrument issues.
• Create and maintain detailed records of activity in CRM systems and other support databases
• Track instrument issue metrics to support product development efforts
• Work with internal teams to document standard workarounds for common issues
• Create, publish and test support and service documentation to facilitate more generalized instrument support
• Be point of contact for the organization regarding specific customer issues and escalations
• Proactively gather data to show device trends, scope, and scale of issues in the field
• Lead major investigations
• Develop and deliver technical training presentations for field staff and customers.

Qualifications:

• B.S. and or M.S. in Mechanical, Biomedical, Computer or Electrical Engineering or AA degree with equivalent experience.
• 2-4 years of experience working for a fast-paced manufacturing environment, ideally in the medical device industry
• 2+ years work experience in a Support Engineering role or similar
• Knowledge of quality control principles, business processes, management systems and common software applications
• Excellent analytical problem-solving skills
• Excellent communication skills, ability to clarify issues and reach consensus with an audience
• Ability to listen and understand customers’ and others’ issues and concerns, both technical and operational
• Ability to set personal goals and achieve scheduled deadlines
• Ability to work independently and collaboratively in cross-functional teams
• Ability to multitask and take a creative approach to problem-solving
• Experience developing and delivering presentation to a variety of audiences.
• Ability to proactively identify, assess, and gather data to escalate to proper stakeholders
• Proficient in the use of MS Office

• Provide Tier 2 remote support for all instrument hardware and software issues at customer’s sites located globally
• Work directly with internal and external customers to diagnose and resolve instrument issues
• Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex hardware and software instrument issues.
• Create and maintain detailed records of activity in CRM systems and other support databases
• Track instrument issue metrics to support product development efforts
• Work with internal teams to document standard workarounds for common issues
• Create, publish and test support and service documentation to facilitate more generalized instrument support
• Be point of contact for the organization regarding specific customer issues and escalations
• Proactively gather data to show device trends, scope, and scale of issues in the field
• Lead major investigations
• Develop and deliver technical training presentations for field staff and customers