Ruizi Chen

Sr Service Manager, Emea @Bruker Nano Surfaces & Metrology

Berlin, DE

Lead a cross-functional service organization across EMEA, managing customer success, technical service, and key account operations for a diverse portfolio — including AFM, 3D optical profilers, tribology, infrared spectroscopy, and automated X-ray metrology tools — serving academic, industrial, and semiconductor markets.• Customer Success & Retention: Strengthened long-term partnerships with key accounts through proactive engagement, data-driven insights, and tailored service strategies — resulting in improved satisfaction and higher contract growths.• Revenue Growth & Account Strategy: Accountable for regional Service P&L and contract portfolio. Designed and executed commercial strategies to drive bookings, upsells, and service expansion, consistently meeting or exceeding revenue targets.• Leadership & Team Enablement: Built and coached a high-performing team across multiple countries, fostering a culture of accountability, customer focus, and continuous improvement.• Operational Excellence: Defined and executed KPIs for service performance (utilization, response time, and customer satisfaction), improving operational efficiency through workflow automation and strong data insights.• Innovation & Process Automation: Introduced digital tools and automation processes to streamline support operations and accelerate decision-making. Leveraged AI capabilities to improve productivity and support quality. Use data insights to predict service trends, improve forecasting, and optimize resource allocation.• Cross-Functional Collaboration: Partnered with Sales, Product, and Engineering teams globally to align customer feedback with product strategy, ensuring consistent customer experience and long-term account growth.

Sun Yat-sen University

BS, Optical Engineering

University of Michigan

MS, Electrical Engineering, Optics and Photonics