Overview

The Product Support Engineer is a visible and key customer facing role; responsible to provide individual contribution and Customer Support enabling "Best in Class" post-sale instrumentation support within assigned region for BNSM, manufacturer of the world's leading Metrology, Cleaning and Repair tools. Product Support activity includes: installation, instrument diagnostics/fix, and on-going support. Individual must be customer focused, results-oriented, effective communicator, collaborative, and have strong technical background to enable our customers to maintain their instrument at peak performance and maximize productivity for their intended use case.

• Provide "Best in Class" post-sale support and drive continuous improvement of the BNSM customer experience.
• Execute to current process, procedures and controls, while identifying and recommending improvement opportunities.
• High level of technical understanding and system level perspective. Experience with Semi Metrology techniques including hands-on work.

Responsibilities

RESPONSIBILITIES:

• Provide remote technical support to field service engineers
• Manage service tickets and timely report service events
• Work with materials group to ensure timely shipping and correct inventory levels of spare parts are maintained in each region or customer location
• Write and/or modify technical procedures, service bulletins and other related documentation
• Interface with customers with a strong focus on customer satisfaction via email, phone and/or onsite at customer locations
• Provide training to field service engineers, applications engineers and customers
• Assist service personnel with onsite installation, maintenance, calibration and repair of semiconductor equipment at customer sites throughout the world as needed
• Manage customer equipment events with a strong sense of ownership from initial notification to closure
• Manage spare parts inventory and ensure proper tracking and reporting of parts consumed
• Document failures through RMR failure analysis and corrective action systems
• Document all pertinent data and service events using SFDC reporting system
• Provide onsite technical support to field service world wide on short notice
• Participate in "Out of Box" Quality process and work to address issues and improve processes associated with set up and testing of systems, acceptance criteria, specifications, and documentation of procedures
• Participate in Product Life Cycle planning to optimize serviceability from product inception to end of support
• Support cross functional partners within the business unit to deliver quality products
• Perform other duties as requested

ADDITIONAL RESPONSIBILITIES:

• Travel (domestic and international) as required and assigned (may be extensive)
• Requires some evening, off shift and weekend work

ENVIRONMENTAL REQUIREMENTS:

• Office, Class 1000 Cleanroom protocols (hair net, smock, shoe covers, latex/nitrile gloves)

Qualifications

QUALIFICATIONS:

• Experience with cryogenic cleaning, mask handling and semiconductor equipment support
• Strong interpersonal and communication skills
• Ability to operate in a fluid environment with changing requirements and priorities
• Ability to provide objective input that assists in reviewing potential changes
• Demonstrated proficiency and experience with Microsoft Office suite including PowerPoint, Word and Excel and Microsoft Project software and SharePoint
• Sub-assembly to System level experience in electronics, mechanical, and integration
• Testing and test plan writing, execution, and performance
• Detail orientated and disciplined management and meeting skills

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• Associates degree or higher in Electrical or Mechanical Engineering or Science and Minimum 2 years' experience in an applications role or as a manufacturing, assembly, or systems level technician for technology organizations in the areas of Semiconductor, Aerospace, Defense or Electronic communications

At Bruker, base salary is part of our total compensation. The estimated base salary range for this full-time position is between $76,500 and $137,000 and provides an opportunity to progress as you grow and develop within a role.The base salary for the role will depend on a several job-related factors, including, but not limited to education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time and holidays, and more.

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