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Program Manager – Helpdesk
2 weeks ago
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 research, in applied and pharma applications, in microscopy and nano analysis, and in industrial applications, as well as in cell biology, preclinical imaging, clinical phenomics and proteomics research and clinical microbiology.
Today, worldwide more than 9700 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 a strong reputation among its customers. Being one of the world's leading analytical instrumentation companies, Bruker is strongly committed to further fully meet its customers' needs as well as to continue to develop state-of-the-art technologies and innovative solutions for today's analytical questions.
Bruker India
is looking for an experienced
Program Manager (Helpdesk)
to lead and optimize all customer communication channels for the
BNANO Helpdesk
based in
Bengaluru, India
. The role encompasses not only chat communication but also telephony software, email-to-case, and web-based communication platforms. Additionally, the candidate will integrate AI-driven and app-based communication technologies to ensure a seamless, efficient, and customer-friendly experience. The Program Manager will own and harmonize helpdesk technology across divisions, driving continuous improvement and ensuring relevance with the latest innovations.
Responsibilities
Strategic Planning & Implementation
- Develop and execute a unified strategy for omni-channel communication across all customer touchpoints, including chat, telephony, email, and web-based platforms.
- Ensure global onboarding and harmonization of communication technologies across all divisions and regions.
Technology Management
- Oversee the integration of chat communication tools (e.g., WhatsApp, WeChat, Line) with Salesforce platform.
- Manage telephony software quality and email-to-case processes to ensure seamless operations.
- Lead the implementation of AI-driven solutions, such as Einstein bots and app-based communication, to enhance helpdesk efficiency.
- Continuously assess and adopt the latest technologies to ensure systems remain relevant and effective.
User Experience Optimization
- Enhance customer satisfaction by ensuring all communication channels are intuitive, fast, and reliable.
- Analyze user feedback and performance data to identify areas for improvement and implement necessary changes.
- Ensure a cohesive and efficient omni-channel communication experience for customers.
Cross-Division Collaboration & Alignment
- Partner with cross-functional teams to ensure consistent communication practices across divisions.
- Provide guidance and support to regional teams for maintaining a harmonized global communication system.
Content & Knowledge Management
- Collaborate with Bruker Academy and helpdesk managers to create and maintain a robust knowledge base for self-service and diagnosis.
Data Analysis & Reporting
- Monitor and analyze performance metrics across all communication channels, including response times, resolution rates, and customer satisfaction scores.
- Create data-driven reports to showcase the impact of communication strategies on customer experience and business outcomes.
Qualifications
- About 5-year experience in similar or related field will be required.
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
- Proven expertise in managing omni-channel communication systems, including telephony, chat, email, and web-based platforms
- Strong organizational, project management, and communication skills.
- Experience with Salesforce and AI-driven tools like Einstein bots is highly desirable.
- Ability to lead cross-functional teams and drive global technology initiatives.
Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.
