Service Supervisor

Overview

Bruker is enabling scientists and engineers to make breakthrough post-genomic 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 enabling innovation, improved productivity, and customer success in post-genomic life science molecular and cell biology research, in applied and biopharma applications, in microscopy, as well as in industrial and cleantech research, and semiconductor metrology in support of AI. Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, proteomics and multi-omics, spatial and single-cell biology, structural and condensate biology, as well as in clinical microbiology and molecular diagnostics.

Responsibilities

This is a new opportunity for a Service Supervisor to oversee and coordinate installations and services of Bruker BioSpin products by supervising field service personnel in cooperation with other service supervisors and the Director of Field Services. Daily tasks involve investigating and resolving customer reports of technical problems, scheduling qualified personnel and required equipment to perform various troubleshooting tasks and regular maintenance at customer sites. This position includes customer and Bruker staff support and training. The Service Supervisor is also responsible for establishing and evaluating operational procedures, customer database, and inventory with the aim of enhancing service, improving customer satisfaction, product quality and reliability, overall service cost reduction and achievement of yearly business plan revenue recognition.

• Coordinate Americas Region service with the goal to improve quality, provide efficient installations, reduce customer downtime, decrease costs, increase sales, and improve engineer and customer working knowledge of Bruker BioSpin products.
• Participate in the establishment, implementation, information dissemination, and the monitoring of policies and procedures related to Americas Region customer service.
• Assist in dissemination of BBIO product information with Bruker staff and customers.
• Provide a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Responsible for time management of field service staff
• Schedule staff for service and installations
• Upkeep and close out of service tickets, including invoicing of billable tasks
• Assist Director of Services with monthly revenue forecasts and monthly goal attainment
• Work closely with and receive information from SLS Service Administrator on incoming movement and return shipment of parts, information for upcoming deliveries/ orders; late deliveries and back orders; maintenance of customer service databases via entered case information; equipment data; and related items
• Communicate with customers on their service requests and outstanding issues.
• Keep Director of Field Service Operations informed of any problematic situation in the field and escalate concerns
• Maintain current technical knowledge of Bruker BioSpin products through scientific education and installation of new or modified Bruker systems or accessories at customers facility to ensure full functionality according to specifications.
• Provide on-site or remote technical assistance to help troubleshoot and repair equipment.
• Review service performance reports and documentation from customers and field representatives, inspect malfunctioning or damaged product to determine nature and scope of problem, and recommend repair, replacement, or other corrective action
• Analyze reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommend modifications to eliminate future problems.
• Perform site planning visits as required.
• Assist customers, Service and Sales colleagues with technical quotations (services, parts, equipment moves), including order reviews.
• Coordinate product training and resources for engineers and Bruker staff members with an aim to ensure efficient installations, rapid resolution to service issues, and increase knowledge of the engineers and customers for both service and applications related issues.
• Monitor training; instruct and monitor staff on proper documents for accuracy and completeness.
• Help to develop and to conduct customer and employee training on safe equipment operations and to demonstrate skills to trainees
• Consistently maintain own (individual) working knowledge and skill level on new and current Bruker products, including the attendance of training courses and installation.
• Supervise employees in Field Service Operations with specific tasks and/or in the absence of the Director of Field Service Operations.
• Conduct supervisory responsibilities in accordance with company policies and applicable laws.
• Plan, assign, and direct work tasks
• Actively participate with BBIO SLS Service management team in organizational development and strategy deployment of service operations in the Americas region.
• Assist Director of Field Service Operations with regular maintenance of Americas SLS Field Service workforce performance evaluations.
• Perform other duties as required.

This position requires approximately 50% travel throughout the Northeast/ Mid-Atlantic, including occasional travel to the Billerica site. US remote may be considered for those accessible to these areas.

Qualifications

• Bachelor of Science Degree in a STEM discipline required.

• Minimum 3 years hands-on work experience performing life sciences product and equipment service installations, preventive maintenance, and repair at customer work site locations required.

• Additional 3 years work experience leading and supervising a large region field service team required.

• Demonstrated ability to provide consistent exercise of discretion and judgment experience.

• Excellent verbal, written, computer, technical, communication and presentation skills, including fluent English, advanced proficiency and daily work experience with Microsoft Office, SAP, and Salesforce applications.

• Strong project management, organizational, and time management skills with proven ability to effectively manage, follow through, and deliver results in a fast-paced, multi-task environment.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals along with ability to write routine reports and correspondence.

• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Ability to apply common sense understanding to carry out instructions and furnish in written, oral, or diagram form.

• Demonstrated ability to effectively manage personnel, develop talent, and foster teamwork.

• Advanced interpersonal skills and demonstrated ability to conduct business with customers in a timely, professional, responsive, and courteous manner.

• Operates with a high standard of ethics, integrity, and professionalism.

• Ability to satisfactorily complete position compliance and training requirements.

• Attend and actively participate in quarterly scientific technical training programs.

• Proven ability to follow safety standards, practices, and codes.

• This position may require lifting heavy objects and maneuvering large bulky items (examples: tools, mechanical pumps, rigging equipment, power supplies, field mapper, etc.).

• The ability to lift up to 50 lbs. and to transport equipment and tools in excess of 300 lbs. is required.

• This position requires reasonable dexterity to perform manual functions in confined spaces.

• Valid Driver License in good standing, issued by resident state, with reliable transportation.

• U.S. Citizenship or U.S. Permanent Resident status required.

• Maintain a valid passport with flexibility for domestic and international travel.

• May be required to pass security clearance investigation.

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.