Snr Administrator, Global Customer Support

Job Description

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 worlds 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 todays analytical questions. Responsibilities Bruker India is looking for Senior Administrator, Global Customer Support to be based in Bengaluru, India. The Sr.Administrator is responsible for administrative support and coordination providing Bruker Nano Surfaces and Metrology Division customers with a superior support experience. This role interacts directly with our customers, technical team, and sales team 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. 1. Serve as liaison between customer, support team, sales team, and management to improve customer service and business productivity. - Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions - Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges - Analyze customer complaints and provide appropriate corrective actions. - Track, follow-up and resolve customer s outstanding issues in a timely manner. - Assist directly or route customers to the appropriate personnel for assistance. - Responsible for processing and reporting the status of repairs, replacements, sales orders and delivery schedules. - Ensure customer satisfaction by meeting customer needs in courteous and timely manner. - Execute all administrative activities related to specials, NDA requests, government contract RFQ s, Service Support Program documents - 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. 2. Order Administration - Quotes Support programs, Site Visits, Parts and Repairs - Sales Orders Support programs, Site Visits, Parts and Repairs -RMA s Customer Repairs, and Advance Replacement Parts - Debit Memo s Billable Service Visits - Credit Memo s Credits for Parts Returns, Services, and resolving return credit problems - Internal orders stock transfer orders and requisitions 3. 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. -Customer Master Data -Equipment Masters and Assets -Support Agreements -Customer Events and all associated transactions -Customer Feedback 4. Other duties as assigned. Qualifications B.Com/M. Com/MBA/BBA or any relevant qualification highly preferred Minimum three years or more relevant working experience Experience in sales operations-related jobs. Experience with international business is of benefit. Sense of quality and details. Solution-oriented and process-driven. Ability to analyse and resolve problems before escalating to the next level Microsoft Office (Excel, Word, PowerPoint, etc) Experience in OTC domain, operating SAP and CRM (SFDC), preferably order management. Excellent written and verbal communication skills Self-motivated and team player Preferably previous experience in a multinational company. Language: English