Job Description

This Service engineer position within the service organization is an ambassador of Bruker Nano Surfaces Metrology \xe2\x80\x9cBNSM\xe2\x80\x9d instrumentation and technology. Bruker Nano Surfaces Metrology manufactures the world\'s leading Atomic Forces Microscopes, Stylus profilers, Mechanical Testers, X-Ray Diffractometer and non-contact 3D optical microscope instrumentation. This technical role responsible for customer direct post-sale instrumentation and application support including: installation, user and application training, instrument diagnostics/fix, preventive maintenance and post-sale applications support. 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.

Responsibilities

SUMMARY OF RESPONSIBILITIES:

• Performs site surveys, pre-installation, installation of Bruker Nano Surface & Semiconductor Metrology Tools (AAFM, AFMi, TSOM & X-ray) for customers both domestic and international
• Provide high level technical support to external customers at their locations and/or via remote access provided
• Provide on-\xc2\xadsite training to the customers

Interface with cross functional work teams such as field applications, customer support/services, product management, manufacturing and marketing/sales * Develop Service technical documentation

• Create, develop, and continuously improve the customer support & applications knowledge database
• Timely and professionally handle field service calls and issues arising from the field service
• Performs basic applications support of Bruker Nano Surface & Semiconductor Metrology Tools for customers both domestic and international
• Visits, triage with field applications scientists as appropriate
• Timely complete and submit all required paperwork
• Flexible schedule to accommodate our customer\xe2\x80\x99s needs
• Effectively handle multiple priorities, organize workload, and meet deadlines
• Communicate with the customer to ensure satisfaction and implementation of any necessary corrective actions
• Misc. other duties commensurate with the capabilities of a Field Service Engineer

ESSENTIAL FUNCTIONS:

• 70% Technical support (Diagnostics/troubleshooting/on-site/phone/e-mail/web-ex/SAP RMAs, etc.)
• 30% Knowledge data base development, delivery of training, basic application support and Escalation support (technical analysis, cross-functional engagement, plan of action, on-site support, etc\xe2\x80\xa6)

ADDITIONAL RESPONSIBILITIES:

• Pre-sales support
• Other duties as assigned

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to establish strong relationships with key customers critical to success, both internally and externally.
• Proven theoretical understanding of physics and effective problem solving of complex system, product user, and H/W issues.
• Demonstrated excellent verbal, written, interpersonal communication skills, fluency in English.
• Proven ability to develop and maintain strong relationships at various levels; build credibility and trust with internal partners and customers.
• Self-motivated, able to prioritize and take initiative, strong organizational and time management skills.
• Ability to quickly ramp on new tools and processes.
• Demonstrated strong analytical and problem-solving skills.
• Ability to take the initiative and drive for results.
• Strong time management skills that enable on-time project delivery.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• Bachelor\xe2\x80\x99s degree or equivalent technical qualifications in electrical/ mechanical engineering or physical sciences. Masters or higher-level education is preferred. Metrology experience within Semiconductor Market an advantage.
• 1-3 years of relevant Semiconductor industry experience, preferably metrology products.
• AAFM, AFM and X-ray service experience or background in Technical Support preferred.
• Working knowledge of MS Office, Excel. Working knowledge and ability to test and troubleshoot mechanical, electrical analog and factory Automation
• Fresh Graduates are encouraged to apply

Bruker