GTS EMEA Senior Technical Support Specialist

0727 BD Rowa Germany GmbH; Köttelbach; Presencial; EUR 59.000 - 89.000; Jornada completa

Descripción de la vacante

BD is a global medical technology leader seeking a Senior Technical Escalation Specialist to join our EMEA support organization in Germany. You will act as the highest level escalation point for complex, business-critical cases, drive quick triage, and coordinate cross-functional teams to restore customer operations.

Fluent English is essential; additional European languages are a plus. You will mentor Service Desk teams, shape support processes, analyze trends, and contribute to audit readiness

Formación

• 7+ years in technical support or related technical environment.
• Proven experience managing escalations and major incidents.
• Strong troubleshooting and root cause analysis skills.
• Experience collaborating with global stakeholders.
• Ability to coach and develop technical teams.
• Fluent English; additional European languages are a plus.

Responsabilidades

• Act as the highest level technical escalation point for complex, business-critical support cases across the EMEA region.
• Lead advanced troubleshooting, triage, impact assessments, and recovery activities to restore customer operations quickly.
• Drive resolution by partnering with Engineering, Product, Quality, IT, Field Service, and other specialists.
• Take ownership of major incidents from escalation to resolution with clear communication.
• Identify recurring issues, perform root cause analysis, and implement corrective actions.
• Develop and maintain best-in-class diagnostic knowledge and support standards.
• Coach and mentor Service Desk teams to enhance technical expertise and customer support.
• Promote knowledge sharing and continuous learning across the support organization.
• Define and promote consistent support processes and escalation paths.
• Analyze service trends and feedback to drive improvements and higher first-time resolution.
• Serve as a trusted technical advisor to leadership on risk and improvement opportunities.
• Support new product launches and system implementations with operational readiness.
• Represent Customer Support in cross-functional projects and process improvements.
• Contribute to audit readiness and quality initiatives within a regulated environment.

Conocimientos

Escalation management

Major incidents

Troubleshooting

Cross-functional collaboration

Coaching technical teams

Customer communication

Service management tools

Herramientas

Salesforce

Microsoft Dynamics

ServiceMax

Descripción del empleo

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.

Main Responsibilities

• 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.

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

Additional Locations 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 BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state‑of‑the‑art technology and cutting‑edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.