Field Service Manager

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. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.

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.

Please visit

Bruker Nano Surfaces and Metrology "BNSM" solutions include atomic force microscopy instrumentation (AFM) and non-contact nanometer resolution solution topography through white light interferometry and stylus profilometry. In addition, the division manufacturers and markets automated X-ray metrology, automated AFM defect-detection and photomask repair and cleaning equipment for semiconductor process control.

Responsibilities

The Service Manager position within the service organization is a role of Bruker Nano Surfaces and Metrology "BNSM" division. You will be responsible for:

leading BNSM (GTXARM/WLI) service team including coordinating install/service-related activities, managing factory escalations and coaching team members; customer direct post-sale service support including installation, user training, instrument diagnostics/fix, and post-sale applications support.

As a senior member of local service team, you will be responsible for delivering world class service to meet local customer and business requirements and share responsibility and accountability for the success of the company, while meeting technical and financial performance targets. You must be customer focused with a strong technical background enabling our customers to maintain their instrument at peak performance and maximize productivity for their intended use case.

ESSENTIAL FUNCTIONS:

70% service activities including:

• Install and qualify BNSM (GTXARM/WLI) instrument, upgrade, and/or accessory including but not limited to:
  • Uncrating instrumentation and interconnection of sub-components and assemblies
  • Instrument start-up troubleshooting
  • Qualification of the instrument and accessories using standard and non-standard customer samples
• Work directly with customers to diagnose BNSM (GTXARM/WLI) instrument issues including but not limited to:
  • Diagnose, research, experiment, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro-mechanical hardware/software instrument issues
  • Create and maintain record of activity in support database
• Preventative maintenance on BNSM (GTXARM/WLI) instrumentation which can include but not limited to:
  • Basic maintenance and calibration of instrument and accessories
  • Re-certification of system using both standard and non-standard samples

30% Management activities including:

• Manage local service operation process, and customer satisfaction, including but not limited to:
  • Manage and coach to team members both technical and soft skills
  • Prioritize service activities based on urgencies and manpower
  • Direct customer interaction to manage customer issues, escalations, satisfaction with service delivered
  • Implement business processes to improve efficiency of the team
  • Escalation management
  • Logistics management
  • Customer meeting and provide on time solution delivery
  • Allocate manpower and job assignment for daily operation
  • Service team technical skill enhancement

Qualifications

To be successful for this position, you will possess:

• Customer interaction and training experience
• Hands-on experience on BNSM (GTXARM/WLI) instrumentation 
• The ability to travel both domestically and internationally on short notice (20%)
• Must have & maintain valid driver's license.

Knowledge, Skills and Abilities

Customer focused, passionate about science and technology, and passionate to enable customers with Bruker technology. Proven excellent analytical capability, theoretical understanding of physics, working knowledge of electronics, mechanics, control systems, computers, networking, and common tooling such as oscilloscope, multi-meter, etc... to be an effective problem solver of complex system, product user, and/or application issues. Proven advanced ability to install, qualify and be a trainer and technical resource that empowers our customers in the use of complex electro-mechanical instrumentation and application modules. Proven ability to provide clear, logical, and effective communication. Proven advanced ability to develop, communicate, implement, and execute assigned project including achieving required deliverables on time.

Education Experiences Requirements

Minimum Bachelor's degree or Master of Science/PhD preferred, in Engineering, Physics, or other scientific degree. Leadership experience highly desired. Semiconductor's experience required. Significant experience in electronics and with high voltage electrical equipment.

Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics

---