Technical Support Manager – Product Support Engineer

Bruker is one of the world’s leading analytical instrumentation companies, providing advanced solutions in research and development. The Technical Support Manager will lead a team of Product Support Engineers, manage technical issue resolutions, and improve support processes to enhance customer satisfaction.

Responsibilities:

• Lead and Manage a team of Product Support Engineers, fostering a collaborative and high-performance work environment
• Introduce and review team goals that align with the company's overall objectives, ensuring the team is working towards common goals
• Oversee the resolution of complex technical issues and manage customer communications, ensuring timely and effective solutions to enhance customer satisfaction
• Continuously review and improve support processes and procedures to increase efficiency and effectiveness
• Develop and Arrange training programs for the technical application scientists team to maintain an in-depth understanding of Bruker Spatial Biology's product portfolio, including GeoMx®, CosMx™, AtoMx™, and CellScape™ platforms
• Ensure the team maintains up-to-date documentation of support processes, procedures and best practices
• Manage the support ticketing system, ensuring timely resolution of issues and accurate tracking of support activities
• Gather and analyse customer feedback, and working closely with internal functions and R&D to feed those insights back into product development and improvement
• Efficiently allocate resources, including personnel and equipment, to meet projects and support demands
• Conduct regular performance reviews and provide feedback to team members to support their professional growth
• Monitor and report on key performance metrics, identifying areas for improvement and implementing corrective actions as needed
• Consult on engineering projects related to product support, ensuring alignment with Support goals

Requirements:

• Bachelor's degree in a technical field (e.g., Engineering, Computer Science, Biology) or equivalent experience
• Minimum of 5 years of experience in a product support engineering role, with at least 2 years in a managerial role
• Strong leadership and team management skills
• Excellent problem-solving and analytical abilities
• Knowledge of industry standards and regulations relevant to the engineering field
• Exceptional communication and interpersonal skills
• Strong technical background in the specific engineering domain (e.g., mechanical, electrical, software) preferred
• Experience with spatial biology or related technologies is a plus