Service Supervisor

Overview

Bruker is enabling 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 and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations. Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, clinical phenomics research, proteomics and multiomics, spatial and single-cell biology, functional structural and condensate biology, as well as in clinical microbiology and molecular diagnostics.Please visit www.bruker.com. Bruker Nano Surfaces and Metrology "BNSM" solutions include atomic force microscopy instrumentation (AFM) and non-contact nanometer resolution solution topography through white light interferometry and stylus profilometry. In addition, the division manufacturers and markets automated X-ray metrology, automated AFM defect-detection and photomask repair and cleaning equipment for semiconductor process control.

Responsibilities

The Service Supervisor position within the BNSM service organization is primarily responsible for managing local service operations and leading the service team to ensure high-quality customer support and business performance. You will be responsible for: • Leading the BNSM service team, including coordinating installation and service-related activities, managing escalations, and coaching team members • Owning local service operations, ensuring customer satisfaction, and meeting business and performance targets • Acting as the key interface for customer escalations and cross-functional coordination with factory, technical support, and engineering teams  As a senior member of the organization, you are expected to drive operational efficiency, develop team capabilities, and ensure effective execution of service activities. --------------------------------------------------------------------- ESSENTIAL FUNCTIONS: Primary focus on Management and Operational Leadership, including: • Lead and manage daily service operations and resource allocation • Prioritize service activities based on urgency, impact, and available manpower • Drive customer satisfaction through proactive communication and escalation handling • Coach and develop team members in both technical and soft skills • Lead customer meetings and support critical issue resolution • Implement and improve service processes to enhance efficiency and quality • Coordinate cross-functional activities with internal stakeholders (TS, Engineering, Operations) • Monitor team performance and ensure alignment with business targets  --------------------------------------------------------------------- Technical Involvement (as needed): • Provide technical guidance and support to the service team on complex issues • Participate in critical troubleshooting, installations, or escalations when required • Maintain sufficient hands-on understanding of systems and field conditions to support effective decision-making • Support knowledge sharing and capability building within the team  --------------------------------------------------------------------- The role is expected to maintain a balance between leadership and technical involvement, with primary focus on team management and operational effectiveness, while remaining capable of supporting field activities when necessary. 

Qualifications

To be successful in this role, you will possess:

• Strong customer management and communication skills
• Leadership experience in managing and developing technical teams
• Solid understanding of BNSM instrumentation and service operations
• Ability to handle escalations and coordinate cross-functional support
• Willingness to travel domestically and internationally as needed
• A valid driver’s license

Knowledge, Skills and Abilities:

• Customer-focused with strong ownership in driving service excellence and customer satisfaction. Strong leadership and people management skills, with the ability to coach, develop, and motivate team members.
• Good analytical thinking and problem-solving skills, with the ability to manage complex system issues through team coordination. Solid technical background in electro-mechanical systems, with the ability to guide troubleshooting and support decision-making (hands-on involvement as needed).
• Effective communication skills, capable of clearly conveying technical and operational information to customers and internal stakeholders. Strong organizational and planning skills, able to prioritize activities and manage multiple tasks efficiently.
• Experience in handling escalations and working with cross-functional teams such as Technical Support and Engineering.

Education / Experience Requirements:

• Bachelor’s degree in Engineering, Physics, or a related technical field is required. Advanced degrees are a plus.
• Prior experience in service or field support within semiconductor or instrumentation industry is required. Leadership or supervisory experience is highly preferred.
• Hands-on experience with electro-mechanical systems is required, with the ability to support field activities when needed.