Product Support Engineer | Bruker

Date Posted: 
Tuesday, December 13, 2016
Position Location: 
Tucson, AZ
Job Description: 

SUMMARY OF RESPONSIBILITIES:

The Product Support Engineer L3 is a key technical role within the support organization of Bruker Nano Surfaces “BNS” Division, manufacturer of the world's leading Atomic Forces Microscopes, Stylus profilers, Mechanical Testers, and non-contact 3D optical microscopes.  This position is responsible for the support and training deliverables for new product introduction and sustaining product life cycle of BNS Instruments, application modules, and accessories.  In addition, this position provides direct instrumentation and post-sale application support as well as escalation support for our internal support organization.  Individual must be customer focused with a strong technical background enabling our customers to maintain their instrument at peak performance and maximize productivity for their intended use case.

ESSENTIAL FUNCTIONS:

  1. 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
  2. 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
  3. 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.
  4. 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.
  5. 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 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.

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.

Note: the hiring would also be open to recent BS graduates.