Remote Molecular Diagnostics Support Engineer – EMEA

BD

Drachten

Hybrid

EUR 49,000 - 74,000

Full time

2 days ago

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Job summary

Waters is seeking a Customer Remote Support (CRS) Agent to provide remote technical support for BD COR across the EMEA region. Based in the Netherlands with a hybrid work model, you will collaborate with Field Service Engineers, internal experts, and global teams to troubleshoot issues and maintain system uptime in a regulated healthcare environment.

You will perform advanced troubleshooting, analyze logs and databases, and help ensure high-quality service while adhering to quality and

Qualifications

Bachelor’s degree in engineering or a technical discipline is required.
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.

Responsibilities

Provide remote technical support for intermediate to complex customer issues across high-volume support channels.
Perform advanced troubleshooting using log analysis, database reviews, connectivity checks, and workflow-based problem investigation.
Partner with Field Service Engineers and internal specialists when on-site intervention or escalation is required.
Monitor system performance trends and contribute to proactive service improvement initiatives.
Maintain accurate case documentation, escalation records, and complaint-related reporting.