BRUKER NANO SURFACES AND METROLOGY

Worldwide Service and Support

Maximizing Your Success, Every Day and Into the Future

 Comprehensive Global Support
Your Partner in Continuous Improvement

Bruker has a long tradition of partnering with our customers to solve real-world
application issues. After developing next-generation technologies with industry
leaders and assisting customers in selecting the right system and accessories,
this partnership continues through training and extended service long after
the tools are sold. Our highly trained team of support engineers, application
scientists, and subject-matter experts are wholly dedicated to maximizing your
productivity with system service and upgrades, as well as application support
and training across a very wide range of disciplines.
Bruker Tailors Services to Your Needs:

ƒ Priority Technical Support

ƒ Advance Replacement Parts and Assemblies

ƒ Application and Training Services

ƒ Repairs and Relocation Services

“ He was so familiar with the system I was having trouble with that it was almost like he
was sitting next to me helping debug it. Extremely knowledgeable and professional!
”
– John Station, Apple Inc., USA
Rapid and Complete Technical Support
Bruker recognizes that the decision to invest in high-performance metrology is based on
more than instrument performance and price. Reliability, longevity, and future assistance
as systems age, needs shift, and applications evolve are also important. Bruker has a
highly educated worldwide team of service and support personnel that takes great pride
in our record of first-time solution of issues and positive survey feedback. Our goal is to
ensure that your Bruker instrumentation meets the highest standards and is continually
contributing to your success.

Support Programs
Support Essential Access Complete

Bruker’s Essential maintenance program Telephone support during regular hours • • •

delivers cost-effective peace of mind and
puts our highly educated worldwide team
Remote desktop support • • •
of service and support personnel at your
disposal with an on-site maintenance
Priority technical assistance (phone/e-mail) • • •
visit and significant discounts on parts, Repairs
repairs and more.
Prioritized service • • •
Our Access maintenance plan is a higher
Factory parts repair, including labor 10% Discount Included Included
level, budget-friendly alternative that
helps keep your instrument running at
purchased specifications. This program
Access to advanced replacement parts • • •
provides expedited repairs, and the Advanced replacement parts/assemblies included 10% Discount Included Included
advance replacement option covers all
reliability failures, as well as an annual On-site repair visit (including travel expenses)* — — Included

maintenance and performance check by

One-time no fault coverage (Transducer, Scanner, Sensor) — 25% Discount Included
one of our experts.

Maintenance
The Complete maintenance program
provides the most comprehensive support
to ensure your instrument is running at
Bruker-recommended annual maintenance visit • • •
peak performance, including an annual Annual software updates • • •
maintenance and performance testing
visit. Should something go wrong, we AFM probes discount 10% Discount 15% Discount 20% Discount

have experts available to quickly assist

Consumables discount 5% Discount 10% Discount 10% Discount
with remote diagnostics and implement
the most efficient solution. Depending on Training
the issue, this could range from sending
you a part you can replace to shipment of On-line training videos and webinars • • •
a complex assembly with an expert visit to
assist in repair. Accidents do happen and
On-line training premium content; webinars, videos • • •
when they do, this coverage also offers a
one-time no-fault scanner, transducer, or
Remote user support and application review • • •
sensor repair/replacement. With Complete Training at Bruker facility 10% Discount One Seat Two Seats
Care, should you have a failed assembly
or part, we will ship you an advanced Training/service visit discount 10% Discount 15% Discount 25% Discount

replacement assembly to minimize your

* Requirement determined by Bruker Technical Support Engineer.
down time at no charge.
Expanding Capabilities
Installation and Qualification Services
After your purchase, Bruker assigns a dedicated expert to review
installation requirements, align schedule, and tailor training based
on your team’s skill sets. Once on site, your Bruker partner assists Facts at a Glance
in unpacking and moving the instrument into your laboratory. This is
followed by on-site tests to validate performance. After the instrument ƒ Bruker provides advance replacements for
is fully qualified to performance specifications, the Bruker expert will high-cost assemblies that require repair to
provide tailored training to ensure you are quickly up and running. significantly reduce your downtime
Access to Advance Replacement Parts and Assemblies ƒ Bruker tracks and actively manages
each service case
Bruker maintains an inventory of critical assemblies that are used
to reduce customer down time through our advance replacements ƒ Our escalation process leverages all
process. A technical support engineer will determine if the part is parts of the organization (support team,
available as a replacement in lieu of repair. engineering, product management,
applications development) to solve
Diagnostic and Repair Services challenging issues in an efficient
Although the vast majority of issues will be resolved quickly and timely manner
through our remote diagnostics, some situations may require
ƒ Repairs use Bruker-quality subcomponents,
more thorough investigation. In these cases, a Bruker engineer is
methods, and testing to ensure each
available to visit your laboratory to perform advanced diagnostics,
repair meets performance specifications
or the instrumentation in question is inspected at our repair center.
and reliability standards
Subcomponents, which are all tested to Bruker standards, are
guaranteed to meet system specifications, and each repair comes ƒ We track each failure and drive continuous
with a warranty. improvements, which are implemented
in our new shipments and in repairs
Maintenance and Calibration Services where applicable
Our support staff routinely visit customer facilities to execute ƒ Bruker maintains a comprehensive
preventive maintenance. In combination with the maintenance visit, on-line support site at
our calibration services ensure your system is operating at peak https://www.bruker.com/service.html
performance and provide one-to-one time to review applications and
answer technical questions. ƒ Bruker offers post-factory warranty
support programs
Audit and Relocation Services
Our experts can also visit your laboratory to inspect your
instrumentation and identify opportunities for improved reliability,
performance, and capability.
Similarly, we can visit your site
to pre-qualify an instrument
prior to relocation, disassemble
a system, assist with packing
correctly, or re-install and
requalify an instrument to
purchased specifications.
The end result is extended
instrument life and usefulness
for your laboratory or facility.
“ Technical competency and advice regarding use, maintenance and software upgrades of
our AFM, efficient service. It is always a pleasure to work with the French team of Bruker,
and it has been so for more than five years.
”
– Benoit Duchemin, Université du Havre, France

Comprehensive Support
for a Wide Range of
Technologies
ƒ 3D Optical Profilometers

ƒ Atomic Force Microscopes and BioAFMs

ƒ Ellipsometers and Reflectometers

ƒ Nanomechanical TriboIndenters and

PicoIndenters

ƒ Nanoscale IR Spectrometers

ƒ Optical Tweezers

ƒ Stylus Profilometers

ƒ Tribometers and Mechanical Testers

Our Scientists and Engineers Work for You
Let Our Experts Help Your Experts Succeed

Bruker’s Technical Service Representatives

are certified in installing, maintaining, and
servicing your systems, and they undergo
regular, detailed training to ensure top-level
skills in the installation and operation of
Bruker hardware and software, as well as in
troubleshooting issues and diagnosing repair
needs. However, where our experts take
the next step as your valuable partner is in
their advanced applications knowledge for a
wide variety of markets. Many of our support
staff have PhDs in these fields, and they can
significantly enhance Bruker instrumentation
performance for specific applications.

“ Bruker service personnel are extremely knowledgeable, responsive, and solution-oriented.

Their expertise in the science, applications, and Bruker products is always helpful.
”
– Matt Kipper, Colorado State University, USA
 “ The engineer was attentive to our needs of training,
asked many questions to optimize the training to
benefit the researchers. Was eager to make sure all the
attendees knew the basics of the system and theory.

– Professor Abdalla Darwish, Dillard University, USA

”
Advanced Applications Support Online Resources
With Bruker’s education and training Bruker’s web support offers an extensive
programs, you get access to knowledge selection of product documentation, software
about the very latest technology, methods, patches, FAQs, and a library of technical
and achievements in science and industrial information. It is easy to register and search
metrology. We can provide individualized through our secure support pages.
training from basic operation to advanced
application execution, and these services can In addition, we have an extensive collection
be delivered during an installation or upgrade of helpful webinars that cover current topics,
visit, through formal lecture/laboratory training provide prompt solutions to tricky questions,
at a Bruker factory or regional service center, and offer development ideas for new
or as a custom training event at your facility. applications, modes, or techniques.

We offer advanced applications training Bruker also hosts a series of application-

courses for Bruker instrumentation at our specific training courses on-line. These
factories. The classes, which include both one-hour sessions are designed to
theory sessions and lab sessions, are an provide in-depth detail and instruction on
excellent way to increase proficiency and gain specific “mini-topics,” making learning
extra productivity out of your Bruker system. easy and digestible.

TRAINING OPPORTUNITIES

To find a Bruker training

course in your region,
register for an upcoming
training session, or watch an
on-line recording post event,
visit: www.bruker.com/BNStraining.
Worldwide Local Support
Our global organization runs offices in every major area of the world

Contact an
EXPERT Support Services

Americas
+1.800.873.9750 ‚ Installation and calibration of new Bruker
+1.805.967.1400 instruments and accessories on-site
Installation and
‚ Upgrades and re-qualification of
Atomic Force Microscopes Qualification
instruments either remotely or on-site
[email protected] Services
‚ On-site operation and
Nanomechanical Test Instruments maintenance training
[email protected]

Stylus and Optical Profilers

[email protected] ‚ Detailed diagnostics
‚ Rapid on-site, remote, or
Tribometers and Mechanical Testers Technical Support return-to-facility repairs
[email protected] Services ‚ On-site maintenance
‚ Audit services and calibration

©2023 Bruker Corporation. All rights reserved. B4000, Rev. B1.

Ellipsometers and Reflectometers ‚ Relocation assistance
[email protected]

France
+33.172.86.61.00
‚ Enhanced performance for specific
[email protected]
applications by PhD specialists
United Kingdom ‚ Specialized support for a wide variety
+44.2476.855.344 Application of markets, broad-based science, and
[email protected] Services industrial metrology
‚ In-depth webinar series with Bruker and
Germany and ROE
industry experts
+49.721.50997.5950
[email protected]

China
+86.400.890.5666
[email protected] ‚ Extensive web resources
Korea ‚ Regional workshops and seminars
Training Services ‚ Facility training courses
+82.70.7863.2929
[email protected] ‚ On-site training

Singapore
+65.6727.6047
[email protected]
Taiwan
+886.3560.1212
[email protected] Bruker Nano Surfaces and Metrology
Japan Santa Barbara, CA • USA
+81.3.3523.6361 Phone +1.800.873.9750
[email protected]
[email protected]

www.bruker.com/BNSsupport