Customer Support Help Desk Engineer - Chemspeed

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

Please note this is a Hybrid role out of our New Brunswick, NJ offices and will also require field based travel.

New opportunity based in New Brunswick, NJ with the Chemspeed Team for a Customer Support Help Desk Engineer to provide daily remote technical support to diagnose and resolve mechanical, electrical, and basic software issues and requests with customers in a timely and responsive manner.

• Assist Senior Engineers with complex troubleshooting and system upgrades
• Maintain a consistent work schedule of 3 on-site with 2 remote workdays.
• Accurately document service activities, reports, and technical findings
• Collaborate with R&D, engineering, production teams to escalate issues and improve product performance
• Identify customer needs and communicate feedback to internal teams in a timely manner
• Support installation planning and logistics, including parts and tools preparation
• Develop and improve customer experience and relationship with CST (e.g. contact customers proactively to discuss their current experience and future needs).
• Oversee and manage support activities by creating and handling cases in Salesforce CRM
• Serve as the key go-to person for technical troubleshooting and application support for Americas region customers (e.g. phone, email, other device assistance).
• Assist with promoting service agreements, consumables, and system upgrades
• Perform other duties as required.

Qualifications

• B.S. in Electrical Engineering, Electronics, Chemistry, Physics or related STEM discipline.
• Minimum 3 years’ hands-on Field Service work experience involving scientific instrumentation maintenance or technical support, including diagnosing and repairing complex electromechanical, automation or robotics equipment.
• Technical & Engineering Skills: electromechanical systems; robotics; PLC programming and diagnostics; electrical schematics, and technical drawings and wiring diagrams.
• Software & Control: automation software; Python, C+; working knowledge of industrial communication protocols (Ethernet/IP, PROFINET, Modbus, OPC-UA); familiarity with system integration (hardware + software + instruments); data logging, diagnostics tools, and remote support systems.
• Scientific / Laboratory Automation: lab automation systems (liquid handling, sample prep, high-throughput systems); analytical instruments integration (HPLC, GC, spectroscopy, etc.); chemistry workflows (formulation, synthesis, analysis).
• Service & Field Engineering: hands-on work experience with installation, commissioning, FAT/SAT; preventive maintenance planning and execution; root cause analysis and failure diagnostics; use of calibration tools and measurement instruments (multimeters, oscilloscopes, torque tools).
• IT & Systems: proficiency with Windows, CRM/service management systems for documentation and reporting.
• Commercial / Operational: proven ability to support service contracts and technical documentation; coordinate spare parts management and system upgrades; provide technical support for pre-sales or post-sales activities.
• Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with Scientists.
• English fluency with strong oral, reading, written, MS Office, computer, technical data, and networking communication and presentation skills, with ability to communicate complex technical issues in an easy to understand manner.
• Excellent organizational skills with ability to work independently, prioritize, multi-task, solve problems, follow through, and meet deadlines within an entrepreneurial and customer-focused work environment.
• Ability to satisfactorily complete position compliance and training requirements.
• Attend and actively participate in quarterly scientific technical training programs.
• Ability to lift up to 50 lbs., transport equipment and tools in excess of 300 lbs.
• This position requires lifting heavy objects and maneuvering large bulky items.
• This position requires reasonable dexterity to perform manual functions in confined spaces.
• Ability to maintain a consistent work schedule of 5 on-site -or- 3 on-site with 2 remote workdays.
• Proven ability to follow safety standards, practices, and codes.
• 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 30% domestic and international travel.
• May be required to pass security clearance investigation.

At Chemspeed the base salary is part of our total compensation. The estimated base salary range for this full-time position is between $71,000 and $105,000 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on several job-related factors, including, but not limited to, education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge, and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive and benefits.

Chemspeed, a Bruker company 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.

Chemspeed Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, and holidays.

Certain positions at Chemspeed 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.