Product Support Engineer

Bruker Daltonics; San Jose (CA); On-site; USD 86,000 - 130,000; Full time

Job summary

Bruker Daltonics in San Jose, CA, seeks a Product Support Engineer to provide best-in-class post-sale support for metrology instrumentation. The role emphasizes diagnosing complex electro-mechanical issues, enabling rapid problem resolution, and maintaining peak instrument performance.

You will train customers, develop service documentation, and collaborate with engineering to implement improvements, often traveling to customer sites to support deployments and upgrades.

Qualifications

• PhD or MSc/BSc with relevant experience in scientific or engineering field
• Strong instrumentation background and problem-solving能力
• Experience documenting and training for post-sale support

Responsibilities

• Provide best-in-class post-sale support and drive customer experience improvements.
• Diagnose and troubleshoot electro-mechanical hardware and software instrument issues.
• Serve as primary technical liaison between factory and field; provide escalation support and on-site execution.

Skills

Customer-facing communication

Technical troubleshooting

Electro-mechanical hardware

Field service experience

Training / teaching

Education

PhD in scientific/engineering

MSc in scientific/engineering with 3 years experience

BSc in scientific/engineering with 5 years experience

Tools

Oscilloscope

Multimeter

Job description

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, to accelerate time-to-market, and to support industries in successfully enhancing quality of life. We have been driving innovation in analytical instrumentation for over 60 years now. Today, more than 11,000 employees distributed across 90 locations around the world continue to delight our customers with innovative solutions.

Responsibilities

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.

Essential Functions

• 30%: Work directly with customers to diagnose BNS instrument, user, and application issues including but not limited to
• Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro mechanical hardware/software instrument issues, user issues, and post-sale application issues.
• Optimize instrument and/or accessory capability and performance to meet specification and/or customer application on both standard and non-standard samples
• Create and maintain record of activity in support database
• 25%: Independent ownership to execute analysis, provide recommendations, and own the execution of the service deliverables for both New Product Introduction (NPI) and through the Product Life Cycle (PLC) for a specific instrument or group of instruments and application modules. Service deliverables include but are not limited to:
• Design for Service DfS (diagnostics/maintainability/KPIs) recommendations and cross functional alignment in phase 1 and 2 and continue to provide rapid and effective feedback through release and until DfS targets obtained.
• Field Replaceable Unit (FRU) strategy and implementation: remove and replace (R&R) level for customer, field, and regional repair. Cost analysis, pricing, and service stock recommendations.
• Create, author, test, and publish service documentation including but not limited to: field installation and user training procedures, acceptance checklists, functional descriptions, interconnect diagrams, remove and replace procedures, troubleshooting guides, technical support bulletins, teaching and training collateral and other technical documentation needed to provide comprehensive post-sale support
• Create, author, test, and optimize customer facing and internal teaching and training curriculum, develop and author training collateral (presentation, videos, webinar, technical guides), deliver training courses, lab sessions, administer both written and lab tests, and manage service engineer certification for assigned instrument or group of instruments and application modules
• Analysis of support activity, identification, and solution plan recommendation for improvement opportunities
• Analysis of impact, recommendation, & service implementation of Engineering Change Orders (ECOs)
• Recommend definition, develop, & implement effective end of manufacturing and obsolescence support strategy
• 20%: Primary technical liaison between factory and field. Provide system level escalation support for a specific instrument or group of instruments and application modules including but not limited to technical leadership, test, analysis, collaboration with engineering or other cross-functional partner, corrective actions, on-site execution, and effective communication which includes presentation material both internal to team as well as cross functionally.
• 15%: Empower customers and internal team to effectively use of their BNS instrument by teaching theory of operation and training of BNS instrumentation, upgrade, accessories, and application modules.
• 10%: Install and qualify BNS instrument, upgrade, and/or accessory

Additional Responsibilities

• Other duties as assigned

Environmental Requirements

• 35% travel both domestically and internationally on short notice
• Able to work in Government sites, cleanroom, production floor, & laboratory environments
• Must have & maintain valid driver’s license

Knowledge, Skills, And Abilities

Customer focused, passionate about science and technology, and eager to enable customers with optical and stylus profilometry technology. Demonstrated excellent analytical capability, theoretical understanding of physics, working knowledge of electronics, mechanics, control systems, computers, networking, and common tooling such as oscilloscope, multi-meter, etc… to be an effective problem solver of complex system, product user, and/or application issues. Demonstrated ability to install, qualify and be a trainer and technical resource that effectively empowers our customers and internal team for complex electro-mechanical instrumentation and application modules. Able to test, optimize, and develop best practice for support and post-sale application activity. Demonstrated ability to author technical publications and training material. Demonstrated ability to provide clear, logical, and effective communication. Demonstrated ability to develop, communicate, implement, and execute assigned project including achieving required deliverables on time.

Qualifications

EDUCATIONAL/EXPERIENCE REQUIREMENTS:
Minimum of doctorate degree, PhD, in scientific or engineering field from accredited university or college, or master’s degree in scientific or engineering field from accredited university or college with 3 year relevant experience, or bachelor’s degree in scientific or engineering field from accredited university or college with 5 year relevant experience.

At Bruker, base salary is part of our total compensation. The estimated base salary range for this full-time position is between $86,400 and $130,000 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.

Bruker is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.