As 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 6,000 employees are working on this permanent challenge, at over 70 locations on all continents.
New opportunity based in Southborough or Billerica MA for a Manager of Client Support Services to lead the support team and act on behalf of the client as an interface between the services team, the sales team, and the development team. The BBIO Arxspan Team delivers cloud-based solutions that provide state-of-the-art chemistry and biopharma software tools and management of research data for customers in the chemistry, pharmaceutical, biopharma, and analytical laboratory markets.
Manage support personnel:
Answer technical questions about the various products
Assign work based on knowledge, skills, abilities, and strengths
Keep support personal on task including following up with on tickets
Enforce deadlines and customer requirements
Escalate tickets as required
Manage support for current and prospective customers:
Triage support requests for severity, user impact, engineering requirements, and account footprint
Characterizing bug reports and communicating them to engineering
Setting client expectations for resolution of reported issues
QC corrections for customers resolutions
Notify customer when resolution is in place
Coordinate with services and sales for support of current pilots, current projects, and newly developed features for current clients
Coordinate with third party vendors to support client needs e.g. SAFE Biopharma
Manage support for internal personnel:
Train new hires on software products
Offer support and training to sales personnel
Act as a technical expert for engineering
Interface with external vendors to support internal users (such as PerkinElmer, Happy Fox)
Perform Quality Control for software updates
Coordinate with release team to stay on target for release dates
Coordinate with engineering to provide feedback
Perform post-release QC to ensure affective release delivery
Perform other duties as required.
Bachelor Degree in Chemistry, Biology or related sciences
Minimum 3 years work experience providing software technical support
Prior experience within a cloud-based solutions work environment delivering chemistry and biopharma software tools and management of research data for customers in the chemistry, pharmaceutical, biopharma, and analytical laboratory markets desirable
Prior Experience managing a support ticketing system, such as Happy Fox, ZenDesk, or similar system
Proven understanding and practical use of scientific productivity tools such as: ChemDraw, GraphPad Prism, Microsoft Excel, Marvin JS
Prior experience or exposure to managing a tiered support system, providing support at a tier 2 or tier 3 level and managing tier 1 support personnel
Strong verbal, written, computer, and technical communication skills
Proven ability to move seamlessly between highly specialized and highly technical groups within the BBIO Arxspan organization
Demonstrated ability to teach others internally and externally how to use and navigate the various products offered
Expert user ability of the software is required
Demonstrated ability to effectively coordinate with multiple organizational groups which requires both the ability to lead some groups and to contribute with others
Strong understanding both short and long-term company goals is essential.
Valid Driver License in good standing, issued by resident state required.
U.S. Citizenship or U.S. Permanent Resident status required.
Maintain a valid passport with flexibility for domestic and international travel.
May be required to pass security clearance investigation.
Bruker Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable).
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.