Address
Form of workAs one of the world's leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We've been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 8,400 employees are working on this permanent challenge, at over 70 locations on all continents.
Bruker Daltonics has an immediate opening for a Service Business Partner for the Life Science Mass Spectrometry Division with primary focus on the Pharma/BioPharma market Globally. The position will own management responsibilities over customer success for the assigned accounts, responsible for the overall direction, coordination, and evaluation of the team. Position is remote based with preferred locations of Boston, Baltimore, Chicago, San Jose, or San Diego.
Responsibilities- Individual Contributor role as the Service Business Partner for the Life Science Mass Spectrometry Division with primary focus on the Pharma/BioPharma market area.
- Customer Relationship Management: Build and maintain strong relationships with customers, understanding their unique needs, and providing personalized support to ensure satisfaction and loyalty.
- Product Knowledge: Stay well-informed and updated with the company's scientific instruments, their specifications, and applications to effectively communicate their value to customers.
- Oversight of Technical Support: Oversight on technical assistance to customers' needs either hardware or application related and coordinating proper resource allocation by regional management, which may include on-site visits or remote support by either service engineers or field application specialist.
- Escalation management and ownership: work directly with technical support or CAT Team to bring escalations quickly and efficiently to resolution and closure.
- Customer Success Focus: drive team focus from reactive to proactive support to improve customer satisfaction and ensure customer success.
- KPI Monitoring: Monitor, report, and drive KPI's in positive direction with focus on customer success.
- Service Business Development: Collaborate with both instrument sales team and aftermarket sales team to identify new service opportunities and contribute to the growth of the customer base by understanding market trends and customer demands.
- Product Feedback and Improvement: Gather customer feedback and relay it to the service product management team to drive product enhancements and improvements, ensuring that the company's offerings remain competitive and meet the evolving needs of the Pharma community.
- Minimum MS or similar degree in electronic engineering or chemical engineering. Advanced degree preferred, PhD in chemistry or related field.
- Several years of field service experience with high performance analytical instrumentation in the Pharma/BioPharma area.
- 5+ years of experience with high performance analytical instrumentation in the Pharma/BioPharma area.
- Strong ability to communicate effectively with customers across multiple levels of expertise in science and engineering fields.
- Experienced in Salesforce CRM including reporting function.
- Advanced technical training on Bruker's MS or similar products preferred.
- Ability and willingness to travel as travel up to 50%.
Bruker Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable).
Bruker is a federal contractor and subject to Executive Order 14042. Under Executive Order 14042, all employees must be fully vaccinated against COVID-19 (with limited exceptions for those employees who are unable to be vaccinated due to a medical condition or a sincerely held religious belief). You will need to provide proof of vaccination by submitting a copy of your CDC COVID-19 Vaccination Record Card to Bruker, or obtain a religious or medical exemption, as a condition of employment.
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.
Employment Type: OTHER
