Product Support Engineer - Santa Barbara, CA

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Stephen Minne Posted: Wed, Mar 21 2012 5:35 PM

Send Resume to Ingo.Schmitz@bruker-nano.com

BRUKER JOB DESCRIPTION
Revised Feb 2012
JOB TITLE: Product Support Engineer
DEPARTMENT: Service
RADFORD POSITION TITLE: Product Lifecycle Engineer III
RADFORD CODE: 5223
FLSA CLASS: (TBD by H.R.)
REPORTS TO: Senior Manager Product Support
SUPERVISES: n/a


SUMMARY OF RESPONSIBILITIES:
Designs, develops and manages service activities for a group of products from product definition and planning through production, release, and end of life. Serves as the central service resource during design, manufacturing, test, and quality as the products move to production and distribution. Involvement lasts throughout all stages of a product’s lifecycle including modifications, upgrades and maintenance of the product or product line.
The BNS Product Life Cycle (PLC) process is based on the fundamental concept of managing products through six clearly identified product life cycle phases ensuring efficient and successful introduction of new products as well as managing released products all the way to obsolescence.
Manages and supports factory escalations by providing expert advice, dispatching resources, and creation of individual plans for most efficient recovery;

SUPERVISORY REQUIREMENTS: n/a

ESSENTIAL FUNCTIONS:
Under the general direction of the Senior Product Support Manager perform the following duties as appropriate and when required:
• Represent the service stakeholder in the PLC process throughout all phases of the product life cycle. Use independent judgment to draft Design for Service (DfS) deliverables for each new product in PLC phase 1. Use discretion to verify relevant key performance indices (KPI) are established in the product requirements document (PRD) and meet DfX guidelines. 5%
• Access implementation of serviceably requirements of new products in PLC phase 2 by reviewing, testing, and verifying implementation with design engineering and comparing results to PRD requirement statement. Recommend amendments and negotiate with stakeholders to meet service requirements. 5%
• Use technical expertise to analyze and modify project documentation to generate Service Documentation in collaboration with systems engineering and design engineering teams. Draft theory of operations documents while identifying and protecting Bruker IP leakage through peer review process. 5%
• Review, validate and approve the Design for Reliability and the Design for Serviceability test plans for PLC phase gate 2 exits using independent judgment. 4%
• Author Service Documentation including but not limited to functional descriptions, system schematics, interconnect diagrams, troubleshooting guidelines, field Repair and Replacement (R&R) procedures, installation procedures, customer sign-off procedures. Validate documentation with field service team leaders. 10%

BRUKER JOB DESCRIPTION
Revised Feb 2012
• Approve the reliability test reports including but not limited to transportation and storage environments by reviewing and analyzing data and accessing the amount of testing using independent judgment. 2%
• Develop full-scale project plans, estimate resource requirements, and timelines for installation & customer acceptance POM shipments critical for revenue recognition during market launch phase 4 of PLC. Liaise with field service manager to delegate tasks and identify critical path. 5%
• Proactively plan, schedule and lead periodic new product adoption team (tiger team) meetings during market launch phase. Identify potential crises, and devise contingency plans, analyze beta reliability data and use technical expertise to define required design engineering changes and quick fixes required to exit beta. Track project milestones and deliverables. 10%
• Participate in periodic Corrective Actions meetings. Generate Pareto of field reliability data collected from field service and OBQ events through SAP. Identify overall business impact of reliability by correlating cost of service with frequency of failures and effectively communicate prioritized requirements statement to stakeholders. 5%
• Manage installations & customer acceptance of all shipments (revenue recognition) and dispatch on short notice if installation presents revenue linearity risk 2%
• Validate reliability and serviceability by reviewing and analyzing OBQ/service data from SAP database and comparing the results to the PRD metrics. 5%
• Monitor demand trends of spare parts by analyzing monthly consumption rates and manage depot footprint for a 5 year support for existing products. Draft and submit footprint budget proposals, and recommend subsequent footprint budget change where necessary by adjusting footprint quantities quarterly ensuring turns ratio of greater than 3. 5%
• Identify and define spare parts and advanced replacement pricing structures by analyzing repair costs. 2%
• Proactively communicate obsolescence status for products entering PLC phase 6 to stakeholders by authoring customer-facing and internal end of service (EOS) notifications. Implement and monitor and correct as required service stocking strategies to match obsolescence status. 5%
• Track and close customer escalations (reported in Failure Review Board meeting) by identifying goals, deliverables and resources required to closure. Determine and effectively communicate root cause of failure to failure review board. 5%
• Provide on-site and off-site technical support to complex multifaceted customer issues and escalations. Conduct escalation post mortems and create a recommendations report in order to identify successful and unsuccessful elements of issue resolution 10%
• Develop and administer certified troubleshooting training programs to the word-wide BNS FSE workforce by authoring training course material, defining detailed class syllabus and class outline, and authoring online content certification 5%
• Implement regional repair procedures by creating documentation, training materials, stocking strategies and SAP business processes. 5%

BRUKER JOB DESCRIPTION
Revised Feb 2012
ADDITIONAL RESPONSIBILITIES:
• Accountable for composition and financial performance (inventory turns, exposure) of $1,500k service footprint
• Has discretion to authorize parts shipments valued up to $20k
• Other duties to support service as may be appropriate and/or assigned
• Other duties to support engineering needs as may be appropriate and/or assigned

PHYSICAL/ENVIRONMENTAL REQUIREMENTS:
- Must be able to lift ~40 lbs. from the floor to hip height
- Must be able to move from location-to-location carrying items
- Must have knowledge of ESD compliance regulations.
- Will work on the production floor and in cleanroom environments
- Must be flexible to change and comfortable with ambiguity

LOCATION/SCHEDULE/TRAVEL REQUIREMENTS:
- Must be able to relocate to Santa Barbara, CA
- Ability to travel domestically and internationally on short notice up to 25% of the time

KNOWLEDGE, SKILLS, AND ABILITIES:
- Able to test, diagnose, and troubleshoot complex modern electro-mechanical systems and computerized systems
- Demonstrated ability to use standard tools (DVM, Oscilloscope)
- Proficiency in SAP or similar business system is desired

EDUCATIONAL/EXPERIENCE REQUIREMENTS:
- Requires a minimum Bachelor’s degree in Electrical Engineering (EE), or technical degree with demonstrated electric/electronic engineering capabilities, plus a minimum of 5 years of relevant experience with 3 years in the field of SPM.
- Alternatively requires a Master’s Degree or higher in EE, ME, CE, Physics, Chemistry or related field with field with hands on instrumentation experience.
- Prior experience in the field of instrumentation, analytical instruments and/or demonstrated troubleshooting skills preferred

Send Resume to Ingo.Schmitz@bruker-nano.com