Bruker Daltonics · 16 hours ago
Product Support Engineer
San Jose, CA
Full-time
Onsite
Mid, Senior Level
$86K/yr - $156K/yr
3+ years expBruker Daltonics is one of the world’s leading analytical instrumentation companies, providing advanced solutions for research and development. The Product Support Engineer will be responsible for delivering exceptional post-sale support, diagnosing instrument issues, and optimizing performance to enhance customer experience with BNSM's metrology tools.
Biotechnology
Responsibilities
Provide “Best in Class” post-sale support and drive continuous improvement of the BNSM customer experience
Execute to current process, procedures and controls, while identifying and recommending improvement opportunities
High level of technical understanding and system level perspective. Experience with Semi Metrology techniques including hands-on work
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
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
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
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
Install and qualify BNS instrument, upgrade, and/or accessory
Other duties as assigned
Qualification
Required
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
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
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
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
Benefits
401(k) with company match
Employee stock purchase plan
Medical and dental plans
Life insurance
Short-term and long-term disability insurance
Employee assistance program
Paid time off including vacation, sick time and holidays
Company
Bruker Daltonics
Bruker Life Science Mass Spectrometry is a leading global developer and manufacturer of innovative scientific instruments that address the rapidly evolving needs of a diverse array of life sciences customers.
Founded in 1960Billerica, Massachusetts, US
1001-5000 employees
H1B Sponsorship
Bruker Daltonics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageCompany data provided by crunchbase