Product Support Engineer

Bruker; Santa Barbara (CA); On-site; USD 79,000 - 130,000; Full time

Benefits offered by this job

401(k) with company match

Medical and dental plans

Employee stock purchase plan

Paid time off

Job summary

Bruker invites applications for a Product Support Engineer in California. You will be a customer-facing technical resource supporting Bruker BNANO instrumentation, including installation, diagnostics, and ongoing post-sale service.

The role emphasizes diagnosing complex electro-mechanical issues and driving continuous improvement in customer experience. Ideal candidates hold a PhD or master’s with relevant experience, or a BS with substantial related work.

Qualifications

• Minimum doctorate or master’s with relevant experience, or bachelor’s with significant experience.
• Strong analytical capability and technical background in instrumentation.
• Ability to install, diagnose, and train on complex electro-mechanical instrumentation.

Responsibilities

• Provide best-in-class post-sale support and diagnose Bruker BNANO instruments.
• Lead service deliverables for NPI and PLC phases for instrument groups.
• Develop and publish service documentation and training materials.

Skills

Analytical ability

Physics knowledge

Electronics

Mechanics

Control systems

Computers & networking

Education

PhD in scientific/engineering field

MS in scientific/engineering field (3 years relevant experience)

BS in scientific/engineering field (5 years relevant 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.

Bruker Nano, one of Bruker’s four operating segments, provides customers in academic and governmental institutions, life science, materials, and applied industries with the tools to determine the characteristics of matter and visualize the structure of molecules. Divisions within BNANO include Bruker AXS, Bruker Nano Analytics, Bruker Nano Surfaces and Metrology, Fluorescence Microscopy, and Canopy.

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 e llipsometry and reflectometry 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

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 $78,750 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.