[Hiring] Customer Support Agent @BD

Role Description

As a Customer Remote Support Agent, you will provide advanced troubleshooting and technical support for the Waters Biosciences Division (WBD) instrumentation through phone, email, chat, or online diagnostic tools. You will collaborate closely with customers to deliver timely, high-quality assistance, ensuring their equipment operates effectively and reliably.

Reporting to the BDB CRS Manager, you will be responsible for providing remote troubleshooting support for BD Biosciences instrumentation via phone, email, chat, or online diagnostic tools. You will engage directly with customers and work according to schedules aligned with the region in which you are hired.

This is a fully remote role with no regular customer site visits. However, at your manager’s discretion, occasional travel may be required for:

• Classroom training
• Team meetings
• On-The-Job coaching at customer site

Job Responsibilities:

• Deliver exceptional customer support by providing remote assistance on BD Biosciences equipment, ensuring every interaction reflects professionalism, empathy, and technical excellence.
• Diagnose and resolve advanced system issues via phone, chat or email, minimizing downtime and maintaining customer trust.
• Guide customers through detailed troubleshooting procedures, ensuring clarity and confidence throughout the support experience.
• Act as a trusted technical advisor, balancing deep product knowledge with a customer-first mindset to drive satisfaction and long-term loyalty.
• Document all support activities thoroughly and accurately, assuring compliance with quality and regulatory standards.
• Maintain high performance across key support metrics, including:
  • DA (Dispatch Avoidance)
  • CSAT (Customer Satisfaction Score)
  • MTTR (Mean Time to Resolution)
  • NPS (Net Promoter Score)
• Escalate issues promptly and appropriately, following established escalation process to ensure timely resolution of complex or high-impact cases while maintaining transparency with the customer.
• Initiate transfer of ownership to the field organization when on-site intervention is required.
• Recommend appropriate spare parts based on diagnostic findings, system history, and customer environment to facilitate efficient resolution and minimize repeat service calls.
• Collaborate closely with colleagues across remote support and field service teams, sharing insights and leveraging collective expertise to resolve issues faster.
• Ability to work both independently and within a team environment, demonstrating collaborative, happy demeanor with a positive can-do attitude.
• Ability to demonstrate adherence to processes & procedures.

Qualifications

• Bachelor’s Degree in Electronics/ Mechanical/ Computers/ Biomedical Engineering is required.
• Minimum 2 years of service experience in the troubleshooting and repair of medical devices/ electronic and electro-mechanical devices.
• Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired.
• Proficient PC skills (Microsoft Office package) – and/or Laboratory Information System (LIS) or Laboratory Information Management System (LIMS) a plus.
• Working knowledge and experience of networking set up and troubleshooting.
• Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
• Experience in doing software installations and upgrades.
• Knowledge of software security concepts and best practices.
• Language proficiency in line with regional responsibility, including English, German & Polish.

Benefits

• Comprehensive Total Rewards program.
• Reward and recognition opportunities that promote a performance-based culture.
• Competitive package of compensation and benefits programs.

Salary Range Information

€65.000,00 - €99.125,00 EUR Annual