Bruker Corporation

Europe Applications/Customer support manager (FM BU) - EU

Arbeitsort IT-Biella
Datum der Veröffentlichung 9 months ago(7/17/2019 9:42 AM)
Antrags-Nr.:
2019-7277
Anzahl offener Funktionen
1
Positionstyp
Regular Full-Time

Überblick

As one of the world’s leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We’ve been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 6,000 employees are working on this permanent challenge, at over 70 locations on all continents.

Aufgaben/Verantwortlichkeiten

SUMMARY OF RESPONSIBILITIES:

 

The Europe Customer Support manager is both an Ambassador of the Fluorescence Microscopy Business Unit (FM BU) of Bruker in the EMEA region (Europe, Middle East and Africa) as well as the principal manager of customer support engineers in the EMEA region.  The FM BU manufactures Multiphoton, Super Resolution, Lightsheet (SPIM) and Multipoint Scanning Confocal Microscopes. This role is responsible for both actively carrying out customer instrumentation and application support as well as managing engineers in the region. Functions of the EMEA support staff include: installation, user and applications training, instrument and applications diagnostics and on-site repairs, in the field scientific applications support, support of sales activities including demonstrations of FM BU equipment. Individual 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:

 

Service and Applications Management:

 

  1. Provide front line Instrument related system support, including: Customer training on software and hardware; Customer facing communication (including technical and training presentations and potential upgrades that could be purchased to support customer applications); Install and repair of FMBU instruments in the field.
  2. Lead a staff of one or more teammembers for customer care, applications, and strategic development of service and sales business in EMEA; including: performance management, technical development, coaching, and merit review.
  3. Product demonstrations – able to set-up and demonstrate FM products at customer sites and in tradeshow environments.
  4. Provide system-level support by providing instrument diagnostics, troubleshooting, and applications counseling though both phone support and direct customer interaction.
  5. Maintain technical proficiency and field engagement though effective on-site support for installations, customer training, preventative maintenance, troubleshooting/fix, and upgrades for assigned group of products.
  6. Maintain a database of EMEA customer issues and work with the FM BU main office in Madison to close costumer issues in a timely manner
  7. Be in direct contact with sales and customers to either directly support sales cases, or direct staff to best support sales cases.
  8. Availability to travel to APAC region to aid in customer care and sales cases.
  9. Have hands-on experience and knowledge on at least multiphoton microscopy and preference for two of the four techniques: multiphoton microscopy, super resolution, fluorescent confocal microscopy, lightsheet

Territorial Sales Responsibilities:

  1. Develop sales funnel for fluorescent microscopy products; monitor and ensure adequate amount of leads feeding the funnel and ensure selling methods lead to high conversion of opportunities
  2. Meet or exceed all quarterly sales objectives in assigned geographical area
  3. Clearly outline customer’s order requirements and accurately reflect in quotation process.
  4. Understand/discuss customer application needs with prospects and perform system demonstrations
  5. Ability to set-up/perform demos at customers site, hands-on workshops and conferences to generate leads and opportunities
  6. Build accurate forecasts and deliver results accurate to forecasts.
  7. Understand the specifications, performance, unique selling points and pricing guidelines for all products.
  8. Make compelling presentations to customers.
  9. Technical ability to perform Applications function including some system service

ADDITIONAL RESPONSIBILITIES:

  • Pre-sales support
  • Other duties as assigned

Qualifikationen

ENVIRONMENTAL REQUIREMENTS:

  • 60-80% travel both domestically and internationally on short notice
  • Able to work in Government sites, animal facilities & laboratory environments
  • Able to lift 20kg from floor to hip height
  • Have & maintain valid driver’s license

 

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Be customer focused, passionate about science and technology, and eager to enable customers with Bruker Microscopes.
  • Perform cleaning, optical alignment, and testing of opto-mechanical assemblies consisting of mirror, lenses, beam splitters and various other optical components.
  • Possess operational knowledge of visible and invisible Laser sources and associated safety rules.
  • Perform electrical tuning and troubleshooting on complex electro-mechanical assemblies including testing on complex systems using oscilloscopes, function generators, laser power meters, and other common measurement tools.
  • Be hands-on and work with minimal supervision.
  • Inspects and verifies that work is complete and correct.
  • Able to read and interpret mechanical drawings and electronic wiring diagrams, and assist in documentation of production procedures.
  • Possess solid theoretical understanding of physics to enable problem solving of complex system and application issues.
  • Excellent verbal and written communication and presentation skills with MS office proficiency.
  • Able to multitask & being a team player.
  • Self-sufficient in computer/networking skills necessary to analyze files and summarize data.
  • Able to travel both domestically and internationally on short notice.
  • Fluent in English

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

  • Minimum of Doctorate Degree, PhD, or Masters of Science with 4 years relevant experience, or Bachelor of Science with 6 years relevant experience, in Engineering or hard sciences. Other scientific degrees and experience history will be considered, with significant credit being given to related application or technology experience.
  • Laboratory experience highly desirable.
  • Laser microscopy experience highly desirable.
  • Training experience preferred.

Optionen

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