[ref. a31492424] Administrator, Global Customer Support

Overview:

Today, more than 9,700 employees at over 90 locations are working on this permanent challenge to make the world a better place.

The Customer Support Coordinator is responsible for direct administrative support providing Bruker Nano customers with a superior support experience. This critical customer facing role interacts directly with our customers, service team, and cross-functional partners creating trouble tickets, quotations, sales orders, service orders, and return material authorizations while maintaining a high level of communication to our customers and internal team as to parts availability, lead times, and issues that may come up during the process.

Responsibilities:

ESSENTIAL FUNCTIONS:

1. Processes orders. 60%
2. Quotes – Support programs, Site Visits, Parts and Repairs
3. Sales Orders – Support programs, Site Visits, Parts and Repairs
4. RMA’s – Customer Repairs, and Advance Replacement Parts
5. Debit Memo’s – Billable Service Visits
6. Credit Memo’s – Credits for Parts Returns, Services, and resolving return credit problems
7. Internal orders – stock transfer orders and requisitions
8. Serve as liaison between customer, support team, sales team, and management to improve customer service and business productivity. 40%
9. Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions
10. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges
11. Analyze customer complaints and provide appropriate corrective actions.
12. Track, follow-up and resolve customer’s outstanding issues in a timely manner.
13. Assist directly or route customers to the appropriate personnel for assistance.
14. Responsible for processing and reporting the status of repairs, replacements, sales orders and delivery schedules.
15. Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
16. Execute all administrative activities related to specials, NDA requests, government contract RFQ’s, Service Support Program documents
17. Processing export/import clearance of all service event orders by preparing appropriate export/import documentation required by customs, i.e. Manufacture Affidavit, Duty Drawback (3311 Form), etc.
18. Update, maintain, and improve our support databases in compliance with our business processes enabling effective and accurate reporting as well as effective use of this database by world-wide team. 20%
19. Material & Inventory Management
20. Equipment Masters
21. Customer Events and all associated transactions
22. Customer Feedback
23. Service Pricing
24. Other as needed
25. Other duties as assigned

SUPERVISORY REQUIREMENTS:

No supervisory responsibilities.

ADDITIONAL RESPONSIBILITIES:

1. Provide back up support for other Customer Support Coordinators

Qualifications:

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Excellent verbal and written communication and presentation skills with ability to speak with clarity and interface effectively with customer, management, and peers.
2. MS office proficient
3. Able to multitask and work in a team environment
4. Ability to develop excellent customer relationships.
5. Ability to complete work accurately under very tight deadlines
6. Good planning and organizational skills with attention to details
7. SAP or other ERP experience desireable

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

1. Bachelor degree preferably in a Business, Marketing, or Analytical field with a minimum of one year customer facing support or sales experience.
2. Experience in service/customer support in a high technology instrumentation company preferred.

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, national origin, disability, veteran status, and other 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.