GTS EMEA Senior Technical Support Specialist

BD; Kelberg; On-site; EUR 59,000 - 89,000; Full time

Job summary

BD, a global medical technology company, is hiring a GTS EMEA Senior Technical Support Specialist in Kelberg, Germany. You will act as the highest-level technical escalation point for complex, business-critical support across the EMEA region.

You will lead advanced troubleshooting, coordinate with Engineering, Product, Quality, IT and Field Service, and coach Service Desk teams to improve first-time resolution and service quality across products and processes.

Qualifications

• 7+ years in technical support or related field.
• Experience handling complex escalations and major incidents.
• Strong troubleshooting and systemic thinking under pressure.
• Experience with global stakeholders across functions.
• Ability to coach teams without direct people management.
• Fluent English; additional European languages a plus.

Responsibilities

• Act as highest-level technical escalation point for complex cases in the EMEA region.
• Lead advanced troubleshooting and impact assessments to restore operations quickly.
• Partner with Engineering, Product, Quality, IT and Field Service to resolve issues.
• Own major incidents from escalation to resolution with clear communication.
• Identify recurring issues and perform root-cause analysis for corrective actions.
• Develop knowledge bases, guides, and diagnostic workflows.
• Coach Service Desk teams to improve technical skills and support.
• Promote consistent processes and service quality across EMEA.
• Analyze service trends and customer feedback to drive improvements.
• Represent voice of Customer Support in cross-functional projects.
• Support new product launches ensuring readiness.

Skills

Escalation management

Major incidents

Root cause analysis

Stakeholder collaboration

Coaching teams

Customer focus

Fluent English

Salesforce

Microsoft Dynamics

ServiceMax

Tools

Salesforce

Microsoft Dynamics

ServiceMax

Job description

We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job 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.

Main Responsibilities will include:

• 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.

Requirements

• 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.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Primary Work Location

DEU Kelberg - Rowastrasse

Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under 'Our Commitment to You.'

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information

€58,500.00 - €89,250.00 EUR Annual