Customer Remote Support Agent Molecular Diagnostic (Spanish)

Make it in the North; Drachten; Hybrid; EUR 60,000 - 85,000; Full time

Job summary

Waters is seeking a Customer Remote Support (CRS) Agent to deliver expert remote technical support for BD COR across the EMEA region. You will collaborate with Field Service Engineers and internal experts to troubleshoot issues, improve remote resolution, and uphold quality in a regulated healthcare environment.

You will work in a hybrid model from Drachten, Netherlands, supporting a highly specialized diagnostic platform and participating in continuous improvement across EMEA.

Qualifications

• Bachelor’s degree in engineering or a technical discipline.
• Experience in remote technical support or diagnostic systems.
• Strong troubleshooting and documentation skills.
• Excellent communication across stakeholders.
• English and Spanish proficiency.

Responsibilities

• Provide remote technical support for BD COR across the EMEA region, resolving complex issues and ensuring service quality.
• Perform advanced troubleshooting using logs, databases, connectivity checks, and workflow investigations.
• Collaborate with Field Service Engineers and internal specialists for on-site interventions or escalations.
• Monitor system performance and contribute to proactive service improvements across EMEA.
• Maintain accurate case documentation and escalation records per quality requirements.
• Participate in technical training and knowledge sharing across the region.
• Contribute to weekday on-call support rotation to ensure continuous service.

Skills

Fluency in English

Fluency in Spanish

Troubleshooting skills

Excellent communication

Education

Bachelor’s degree in engineering / technical discipline

Tools

SQL

Python

Networking troubleshooting

Job description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide. We are the people who give possibilities purposeBD 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

Join the team and help deliver expert remote technical support for BD COR across the EMEA region. This is an opportunity to work at the center of a highly specialized support organization, partnering with field teams, technical experts, and global stakeholders to resolve complex issues, improve system performance, and uphold high standards of quality, precision, and customer service in a regulated healthcare environment.

About the Role

As a Customer Remote Support (CRS) Agent, you will provide both reactive and proactive technical support for BD COR, helping customers and field teams maintain continuity, reliability, and confidence in a critical molecular diagnostics platform. You will work in close partnership with Field Service Engineers, internal subject matter experts, training teams, and global service organizations to troubleshoot issues, improve remote resolution, and contribute to service excellence and continuous improvement across EMEA.

What Success Looks Like

• Deliver timely, high-quality technical support that helps protect system uptime, customer continuity, and confidence in BD COR.
• Increase remote resolution through structured troubleshooting, strong technical judgment, and effective collaboration with field and specialist teams.
• Maintain accurate documentation, escalations, and complaint-related reporting in line with quality and regulatory expectations.
• Contribute to continuous improvement by identifying trends, sharing knowledge, and helping strengthen service effectiveness across EMEA.

Key Responsibilities

• Provide remote technical support for intermediate to complex customer issues across high-volume support channels, delivering a professional and customer-focused experience.
• Perform advanced troubleshooting using log analysis, database reviews, connectivity checks, and workflow-based problem investigation to distinguish instrument, software, and process-related issues.
• Partner closely with Field Service Engineers and internal specialists when on-site intervention, escalation, or cross-functional support is required.
• Monitor system performance trends and contribute to proactive service improvement initiatives that enhance reliability, efficiency, and customer confidence.
• Maintain accurate case documentation, escalation records, and complaint-related reporting in line with quality requirements.
• Participate in technical training, knowledge sharing, and continuous improvement activities across the EMEA region.
• Contribute to weekday on-call support coverage to help ensure continuity of service for customers and field teams.

What You’ll Bring

• Bachelor’s degree in engineering, a technical discipline, or equivalent experience.
• Relevant experience in remote technical support, system support, field service, or troubleshooting of diagnostic, medical, or electronic systems.
• Strong troubleshooting skills with the ability to apply scientific and technical principles to customer issues.
• Excellent communication and customer service skills, including the ability to manage complex technical conversations across stakeholders.
• Strong organizational skills with the ability to prioritize work effectively and maintain accurate documentation in a quality-regulated environment.
• Fluency in English and Spanish

Nice to Have

• Experience supporting BD COR or other molecular diagnostic systems.
• Experience with networking, LIS, database, software, or connectivity troubleshooting.
• Exposure to regulated healthcare, diagnostics, or medical device environments.
• Knowledge of data analysis tools or methods such as SQL or Python.
• Location and Working Model
• This role is based in Drachten, the Netherlands, and is offered on a hybrid working model. Occasional travel within the EMEA region may be required, together with participation in a weekday on-call support rotation.

Why Join the Team

You will join a collaborative and technically skilled team that plays an important role in supporting a critical molecular diagnostics platform across EMEA. This is an opportunity to deepen your technical expertise, work closely with regional and global stakeholders, and contribute directly to service excellence, innovation, and continuous improvement. If you are motivated by solving complex technical challenges, working in partnership across functions, and making a meaningful impact in a quality-driven environment, this role offers the opportunity to build your career in a highly specialized support organization.

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.