What are the responsibilities and job description for the Global Helpdesk Manager (BNANO Division) position at Bruker?
Overview
About Bruker:
At Bruker, we enable scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high-performance scientific instruments and high-value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular, and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity, and customer success in life science molecular research, in applied and pharma applications, in microscopy and nanoanalysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.
Today, worldwide more than 8,500 employees are working on this permanent challenge at over 90 locations on all continents. Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems, and its strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meeting its customers’ needs as well as to continuing to develop state-of-the-art technologies and innovative solutions for today's analytical questions.
Job Description:
Bruker is looking for a skilled Global Helpdesk Manager (BNANO) to lead a team of remote support engineers based in Bangalore, India. The primary responsibility of this role is to ensure that our customers worldwide receive top-tier technical support, ensuring their satisfaction and success. The manager will be responsible for the entire BNANO division’s helpdesk, BAXS, Nano Surface/Metrology (BNMS) and Nano Analytics (BNA).
Responsibilities
- Develop and implement customer satisfaction strategies: Create and execute strategies to ensure the highest level of customer satisfaction for all hubs receiving support through the global helpdesk. Follow up with respective team managers to take ownership of escalated tickets. Review customer surveys and feedback forms and follow up with users wherever necessary.
- Establish clear goals and KPIs: Set clear goals for the team and establish Key Performance Indicators (KPIs) to measure and improve remote support effectiveness. Use tools like SFDC and call software dashboards for performance tracking.
- Drive accountability and continuous improvement: Encourage a culture of accountability, continuous improvement, coaching, and career development within the team.
- Ensure an effective escalation process: Make sure that the helpdesk team follows the correct escalation process and collaborate with other departments and business units to resolve customer technical issues promptly.
- Personnel management: Oversee personnel activities including performance appraisals, salary adjustments, hiring, and termination of employees.
- Technical documentation: Create and maintain technical support documentation for field teams and customers to aid in issue diagnosis and resolution.
- Monitor customer service trends: Regularly monitor and analyze customer service trends and metrics to identify areas for improvement and implement necessary changes.
Qualifications
- Bachelor's degree in Electronics & Communication/ Instrumentation / Business administration or a related field (preferred).
- A minimum of 12 -15 years of experience providing technical Support, customer service management, or a related field, preferably in a high-tech scientific or laboratory environment.
- Strong leadership and team management skills, with the ability to motivate and inspire a diverse team.
- Excellent communication and collaboration abilities, able to work effectively across global teams.
- Proficiency in using tools like SFDC and call software dashboards for performance tracking and analysis.
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.
