Product Support Engineer I
Overview:
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:
- 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.
Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time and holidays, and more.
Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Certain positions at Bruker 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.