Bruker

Global Technical Support Engineer

Bruker

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

SFDC

About the role

  • Ask customers targeted questions to quickly understand root cause of their issue.
  • Call screening and logging through CRM software.
  • Effectively communicate with end-users of varying technical capability and roles via various channels (phone, email, Chat etc.) to identify/resolve technical issues.
  • If the first level is unsuccessful, ticket management, and transferring call to second level remote support team.
  • Be available for incoming calls and pull work from an incoming queue.
  • Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue.
  • May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support.
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
  • Build knowledge base to reduce reliance over time on other internal resources.
  • Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support.
  • Accurately document and update tickets in the tracking systems.
  • Able to maintain a personal queue of open requests.
  • Maintain communication with the customers on the status of all open tickets.
  • All responses should be professional, complete, well formatted, and consistent with prior communications.
  • Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.
  • Properly escalate unresolved issues to appropriate technology teams.
  • Provide necessary information/observations/logs all required support to next level or developer for diagnose a reported/escalated problem.
  • Good sense of end-user satisfaction.
  • Ability to describe incident and requests as part of ticket treatment.
  • Ability to create and update operational procedures (issues resolution, requests, and administration procedures).

Requirements

  • B.E./B.Tech (ECE, EIE, EEE, Metallurgical Engineering) or M Sc. (Physics or Chemistry or Material Science)
  • 3-5 years previous service experience installing and repairing complex electronic Analytical Instrumentation systems.
  • Customer service oriented good communication skills used to support various technical issues and desktop operation queries.
  • Experience in use of SFDC/SAP CRM preferred.
  • Should have worked on various remote support tools, e.g. Webex, TeamViewers, anydesk etc.
  • Demonstrated ability to analyze, diagnose, and repair complex equipment problems remotely in a minimum amount of time.
  • Ability to communicate effectively in a professional manner with both internal and external customers.
  • Tenacity and self-motivation inspired by success, enthusiasm, drive and initiative directed towards achieving positive outcomes.
  • The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry.
  • A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client.
  • A very high standard of personal presentation.
  • Must be willing to travel up to 40%.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
electronic instrumentationticket managementtechnical issue resolutionCRM softwareremote support toolsproblem diagnosisequipment repairoperational procedurescustomer supportanalytical skills
Soft Skills
communication skillscustomer service orientationteam playerself-motivationtenacityflexibilityprofessionalismrelationship buildingproblem-solvingend-user satisfaction