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 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.
Please visit www.bruker.com.
The Product Support Engineer is a key member of the customer support team at NanoString. They will work closely with the Technical Application Scientists, Support Engineering and R&D teams to diagnose and resolve instrument and software issues for external customers. Using the instrument logs and associated information, they will determine the root cause for all issues and provide support directly to the customer to ensure a successful resolution. They will work closely with R&D both in the diagnosis and resolution of the issue but also to track instrument performance metrics to inform system development efforts. Key to the role is the timely and appropriate response to urgent matters, the ability to apply sound judgment to problem resolution, and the escalation of issues to the management level and others in the organization when appropriate.
Responsibilities
- Provide Tier 2 escalation level support for all instrument hardware and software issues.
- Work directly with internal and external customers to diagnose and resolve instrument issues
- Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex hardware and software instrument issues.
- Create and maintain detailed records of activity in Salesforce
- Track instrument issue metrics to support development efforts
- Create, publish and test support and service documentation to facilitate more generalized instrument support
Qualifications and Requirements (Education, Experience, Specific Skills):
- B.S and or M.S. in Engineering field or AA degree with equivalent experience, military a plus.
- 1-2 years of experience working for a fast-paced manufacturing environment, ideally in the medical device industry
- Excellent communication skills, ability to clarify issues and reach consensus with an audience
- Ability to listen and understand customers’ and others’ issues and concerns, both technical and operational
- Ability to set personal goals and achieve scheduled deadlines
- Ability to work independently and collaboratively in cross-functional teams
- Ability to multi-task and take a creative approach to problem solving
- Proficient in the use of MS Office
