Product Support Specialist (m/w/d) timsOmni Solutions

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 fostering innovation, improving productivity, and ensuring customer success across various fields including life science molecular and cell biology research, applied and pharma applications, microscopy, nanoanalysis, and industrial applications. Today, over 9700 employees work at more than 90 locations worldwide.

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 clinical microbiology and molecular diagnostics. Please visit www.bruker.com for more information.

At our Bruker Daltonics headquarters in Bremen, with remote options, we are looking for a Technical Product Expert (m/f/d) for timsTOF solutions.

Responsibilities

The area of responsibility includes providing technical support for our high-resolution Q-TOF product lines, focusing on hardware and application solutions with the new timsOmni technology and related technologies. This support extends to customers in Europe and the global support of service colleagues.

• Providing technical support to customers in Europe via telephone, email, and remote support tools.
• Supporting service colleagues worldwide during installation, maintenance, and repairs.
• Conducting application-related troubleshooting using QC samples to investigate hardware root causes.
• Verifying compatibility of installed software products.
• Coordinating spare parts deliveries.
• Collaborating with adjacent departments such as aftermarket, production, product management, and application support.
• Assisting users in system operation and troubleshooting.
• Providing second-level support to service colleagues during onsite visits for troubleshooting and repairs.
• Logging support and service operations in the customer management system (Salesforce CRM).
• Utilizing and expanding support tools (e.g., knowledge base) to improve after-sales support processes.
• Initiating product improvements.
• Participating actively in R&D meetings to ensure smooth product roll-out.
• Occasional national and international service visits.
• Regular onsite exchanges at the Bremen factory.
• Managing escalation processes effectively.

Qualifications

• Completed studies in engineering or natural sciences, technician training, or similar.
• Experience in electrical or physical engineering or related fields.
• Experience in mass spectrometry applications, including nano-HPLC systems.
• Experience in imaging applications is beneficial.
• Strong interest in technical contexts and instrumental analysis.
• Excellent communication skills and personal charisma to build trusting relationships with customers and colleagues worldwide.
• High self-motivation and team-oriented attitude.
• Good organizational skills with the ability to manage multiple tasks with different priorities.
• Business acumen and reliability.
• Proficiency in spoken and written English.
• Good IT skills.