Bruker AXS reports that, in response to a dramatic increase in sales, its customer support departments across the globe are being expanded to meet current and future demands for after-market support
To meet these challenges, Bruker AXS has increased the number of its support engineers by more than 30 percent.
"This is an exciting time and the addition of personnel will ensure that we are able to meet our increasing customer demands" notes Kline Wilkins, vice president global operations at Bruker AXS.
"Most of the employees that have been added already are experienced with analytical X-ray instrumentation, and several have advanced science degrees.
"This additional staffing will give our customers increased access to support for hardware, software, and applications questions related to their X-ray systems".
Larry Hanright, a well-known specialist with more than 20 years of experience in the support of analytical X-ray systems for biological diffraction, has joined Bruker AXS as part of this initiative.
He added: "I am delighted to join Bruker AXS.
"Its products and people are truly outstanding, and I am looking forward to help Bruker build an even stronger and more responsive service organisation".
Globally, Bruker AXS has continued to invest in expanding its presence by establishing new subsidiaries in Poland, Korea and India, along with a major expansion of its operations in China.
These new or expanded offices will provide additional distribution points and dedicated regional support.
Combined with this expansion, Bruker AXS has streamlined and consolidated spare part operations, which will provide for more efficient global distribution.
"This is especially important for the support of our process customers (cement, steel, semiconductor manufacturing, etc), who typically require next day parts shipment to keep their operations running with the maximum possible uptime," says Gunter Munninghoff, director of customer support for Bruker AXS in Karlsruhe, Germany.
To further enhance support for process customers, the 24/7/365 process support programme that has been in place in North America since 2001 will be deployed globally.
This service level includes a guarantee of round-the-clock phone support and expedited onsite service.
Combined with advanced web- based diagnostic tools, including D8 Service Tools, S4 Service Tools, and WebEx connectivity, Bruker AXS personnel can now provide world class support anytime and essentially anywhere.
