January 2012, Issue 1 - Customer Service

Customer Service

Ensuring Unsurpassed Global Service – Bruker Nano Surfaces Division Opens New Customer Care Centers

Bruker has a long history of providing the best service possible to its customers. Building upon this reputation, Bruker has made significant enhancements to its service solutions for its Nano Surfaces Division over the past year. To ensure customers receive the fastest possible repair and service turn around worldwide, we are opening five new customer care centers around the globe.  

New Local Customer Service Centers

In addition to our factory based customer care centers in Santa Barbara, California and Tucson, Arizona, Bruker is adding service centers around the world in China, Singapore, Japan, and Germany to bring our support closer to our customer base. Additionally, we are opening an east coast call center at our corporate headquarters, Billerica, MA to better serve our east coast customers. During phase one, the service centers will offer local phone and e-mail support eight hours a day, five days a week. In December 2011 service centers were opened in Beijing, China and Tokyo, Japan with our Mannheim, Germany call center in operation since May-2011. All three are schedule to expand and open their respective repair centers at the end of the first quarter of 2012. The Singapore service center is schedule to be fully operational including repairs within the April 2012 timeframe and the Billerica call center will be live in March, 2012. 

Fast Action for Quick Resolution

“This local expertise and repair enhanced capabilities will ensure that our customers receive the best and fastest customer service available,” said John Trahan (V.P. BNS Global Tech Support).  With the addition of these service centers, response time to our customers is greatly improved.  Response time to phone and email questions and inquiries have a guarantee of one business day turn around.  Testing and Troubleshooting are guaranteed within 3 to 5 days and 5 to 10 days for repairs at the local customer centers. These new additions to our customer service program will ensure our customers receive the highest standard of care with quick turnaround, regional-based customer user training, scheduled or ad hoc when required to fulfill  install/warranty customer training requirements.  We will continue to update you as the customer care centers become fully operational.