Aftermarket Sales & Customer Success (m/f/d)

Overview

Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. As one of the world’s leading analytical instrumentation companies, Bruker develops high-performance scientific instruments and high-value analytical and diagnostic solutions that enable scientists to explore life and materials at molecular, cellular, and microscopic levels. We have been driving innovation in analytical instrumentation for 60 years and today, Bruker continues to build upon its extensive range of products and solutions, its broad base of installed systems, and a strong reputation among its customers. Worldwide, more than 11000 employees are working on this permanent challenge at over 90 locations on all continents.

 

The function of the Aftermarket specialist & Customer Success is to provide expert support to our Customers /the service team / Service Management together with the other Service coordinator. 

 

The primary objective is to be an efficient and effective member of the Customer Service team in delivering highly competent, effective and focused solution support to the customer base to achieve maximum customer satisfaction and to further the professional image of the Company. You will be working as a member of the Daltonics Service Team  in Kista.

 

The role is based in our Kista office with a hybrid model (2 days working from home per week).

 

 

Responsibilities

Aftermarket Quoting

• Ensure all contract renewal quotes are sent at least 90 days prior to current contract expiry

• Proactively send quotations for instruments approaching end of warranty, 90 days before expiry

• Manage and send LSMS consumable quotes

• Follow up on outstanding contract quotations to secure timely responses and closure

• Negotiate contract terms and pricing with customers

• Prepare and send quotations for single Preventive Maintenance (PM) visits

• Provide LSMS software quotes as needed

• Stakeholder Management

• Align contract start and end dates with customer’s, OEM partners and Third partyagents when required.

• Create and manage new framework agreements with customers

• Monitor and review historical framework agreements for compliance and updates

 

Aftermarket Financial Tracking

• Manage and track opportunities through Salesforce

• Financial reporting to ensure performance is in line with financial objectives and targets

• Adjust priorities and actions to remain aligned with financial goals

• Creating and sharing Aftermarket dashboards and reporting tools to wider Aftermarket colleagues.

 

Customer Success

• Organize and conduct SFDC training workshops for internal stakeholders to improve system proficiency.

• Monitor and escalate any downward trends in KPI performance to the Service Manager for timely resolution.

• Coordinate team meetings for the service department and broader operational teams to drive alignment and performance.

• Monthly review of revenue bookings (contracts and billables), Making required corrections to be reported by revenue team.

• Respond to contract-related queries from both customers and internal stakeholders

• Collaborate with the sales team to extend contracts when new system orders are expected

• Commercial & Financial Oversight – looking into trends and discussing in meetings.

 

Qualifications

• Experience with Service Contract Sales is a plus
• Experience with Back office support to a service organization / customers
• Experience with SAP / SFDC is an advantage
• Being able to work independently and in the team
• good at building relationships through inspiring trust and confidence
• self-motivation and a willingness to work with others toward a shared goal
• the ability to contribute to a team effort, yet to accept responsibility for an individual role within the team
• excel at continuous learning in a rapidly advancing technological area
• ability to work on many tasks at the same time
• Ability to communicate effectively at all levels with good spoken and written English, and minimum one other Nordic Language