Job details
Job type full-time
Full job description
Overview: the product support engineer is a key technical role within the support organization of bruker nano surfaces & metrology “bnsm” division, manufacturer of the world`s leading atomic forces microscopes, stylus profilers, mechanical testers, non-contact 3d optical microscopes, and multi-angle reflectometry & ellipsometryThis position is responsible for the support and training deliverables for new product introduction and sustaining product life cycle of multi-angle reflectometry & ellipsometry instrumentation and accessoriesIn addition, this position provides direct instrumentation and user training support to our customers as well as escalation support for our internal support organizationIndividual must be customer focused with a strong technical background enabling our customers to maintain their instrumentation at peak performance and effectively use our multi-angle reflectometry & ellipsometry instrumentation for their analytical and metrology applicationsResponsibilities:
Work directly with customers to diagnose multi-angle reflectometry & ellipsometry instrument, user, and training issues including but not limited to
Diagnose, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro mechanical hardware/software instrument issues, user issues, and training issues.
Optimize instrument and/or accessory performance to meet specification.
Create and maintain record of activity in support database
Primary technical liaison between factory and fieldProvide system level escalation support for a specific instrument or group of instruments 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.
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 instrumentsService 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 repairCost 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
Install and qualify multi-angle reflectometry & ellipsometry, upgrade, and/or accessoryEmpower customers and internal team to effectively use of their multi-angle reflectometry & ellipsometry instrumentation
Qualifications: demonstrated ability to be effective using multi-angle reflectometry & ellipsometry or similar techniquesCustomer focused, passionate about science and technology, and eager to enable customers with bruker technologyExcellent 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 and product user issuesAbility to install, qualify and be a trainer and technical resource that effectively empowers our customers and internal team for complex electro-mechanical instrumentationDemonstrated ability to author technical publications and training materialDemonstrated ability to provide clear, logical, and effective communicationAbility to develop, communicate, implement, and execute assigned project including achieving required deliverables on time.
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
