[Hiring] GTS EMEA Senior Technical Support Specialist @BD

Role Description

As part of Global Customer Services, the GTS EMEA Senior Technical Support Specialist is the ultimate technical and operational expert for Service Desk operations across EMEA. The role provides advanced technical leadership, resolves the most complex support issues, strengthens Service Desk capability, and ensures consistent, compliant, and customer-focused support across products, processes, tools, and support partners.

• Act as the highest level technical escalation point for complex, business-critical support cases across the EMEA region.
• Lead advanced troubleshooting, technical triage, impact assessments, and recovery activities to restore customer operations quickly and effectively.
• Drive resolution of complex technical issues by partnering with Engineering, Product, Quality, IT, Field Service, and other specialist teams.
• Take ownership of major incidents from initial escalation through to resolution, ensuring clear communication and accountability throughout.
• Identify recurring technical issues, perform root cause analysis, and implement long-term corrective actions to prevent reoccurrence.
• Develop and maintain best-in-class technical knowledge, troubleshooting guides, diagnostic workflows, and support standards.
• Coach and mentor Service Desk teams, enhancing their technical expertise, problem-solving capabilities, and customer support effectiveness.
• Champion knowledge sharing and continuous learning across the support organization.
• Define and promote consistent support processes, escalation paths, and service quality standards across EMEA operations.
• Analyze service trends, performance metrics, and customer feedback to drive operational improvements and increase first-time resolution rates.
• Serve as a trusted technical advisor to leadership, providing expert insight on supportability, technical risks, and improvement opportunities.
• Support new product launches, system implementations, and change initiatives by ensuring operational readiness and technical capability.
• Represent the voice of Customer Support in cross-functional projects, process improvements, and strategic discussions.
• Contribute to audit readiness, compliance activities, and quality initiatives within a regulated environment.

Qualifications

• 7+ years of experience in technical support, service desk operations, IT support, engineering, medical technology, or a related technical environment.
• Proven expertise managing complex escalations, major incidents, and cross-functional problem resolution.
• Strong troubleshooting, root cause analysis, and systems-thinking skills with the ability to solve high-impact technical issues under pressure.
• Experience collaborating with global stakeholders across technical, operational, and customer-facing functions.
• Demonstrated ability to coach, mentor, and develop technical teams without direct people management responsibility.
• Strong customer focus with excellent communication skills, capable of translating complex technical concepts into clear business language.
• Experience working with service management and customer support platforms such as Salesforce, Microsoft Dynamics, ServiceMax, or similar tools.
• Fluent English is essential. Additional European languages are considered a strong advantage.

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

€58,500.00 - €89,250.00 EUR Annual