Product Support Systems Administrator

Product Support Systems Administrator

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 enabling innovation, improved productivity, and customer success in life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.

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 in clinical microbiology and molecular diagnostics.

As a part of the Customer Experience (CX) Organization, the Product Support Systems Administrator works closely with regional commercial counterparts to ensure customer adoption, success, and acceptance, while driving additional revenue growth for the technologies offered by Bruker Spatial Biology within the NanoString (currently nCounter®, GeoMx® DSP, CosMx™ SMI, and AtoMx™ SIP) and Canopy (CellScape) product lines.

Responsibilities

Job Summary:

The Product Support System Administrator is a key member of the Customer Experience team at Bruker. You will work closely with the Technical Application Scientists, Product Support Engineers, Instrument Service, R&D Engineering, and IT teams to diagnose, resolve, and develop system solutions for customer's networking issues.

Essential Functions:

• Provide remote support for all instrument system configuration, network configuration and lab integration issues at our customer's sites located globally
• Work with Bruker IT resources and R&D to develop resolutions and workarounds for common issues
• Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex system integration and network configuration issues.
• Create and maintain detailed records customer interaction activity in Salesforce
• Own/orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers
• Facilitate customer and field engineer training.
• Create, publish and test support and service documentation to facilitate more generalized instrument support
• Work with IT teams for new customers to ensure network and system checklists are understood and met prior to and during instrument installations

Qualifications

Requirements:

• B.S and/or M.S in Information Technology, Computer Science or related certifications with experience.
• 2 - 4 years of experience integrating systems in a fast-paced environment, ideally in the medical device industry
• 2 years of experience with Windows System Administration and Windows Security Administration
• Demonstrated problem solving skills in a complex fast paced environment and in complex situations
• Excellent communication skills, ability to listen and understand customers' and others' issues and concerns, both technical and operational
• Working knowledge of remote support technology (LogMeIn, TeamViewer)
• Knowledge of quality control principles, business processes, management systems and common software applications
• Ability to work independently and collaboratively in cross-functional teams
• Ability to drive tasks to achieve scheduled deadlines.