Customer Remote Support Agent

BD; United States; A distancia; USD 73.000 - 111.000; Jornada completa

Descripción de la vacante

BD seeks a Customer Remote Support Agent to provide advanced troubleshooting and remote assistance for Waters Biosciences Division instrumentation. This fully remote role involves coordinating with customers via phone, email, chat, or online diagnostics and escalating to field service when on-site work is needed.

You will work under the CRS Manager, resolving complex issues, documenting actions, and maintaining strong customer relationships while meeting regulatory standards.

Formación

• Bachelor’s degree in electronics, mechanical, computer or biomedical engineering.
• Minimum 2 years of service experience troubleshooting medical/electronic devices.
• Experience with medical devices, PC/software/LIS/LIMS advantageous.
• Strong communication and technical writing skills; customer-focused.

Responsabilidades

• Deliver remote customer support for Waters Biosciences Division equipment via phone, email, chat or diagnostics.
• Diagnose and resolve advanced system issues to minimize downtime.
• Guide customers through detailed troubleshooting procedures with clarity.
• Document support activities ensuring regulatory and quality compliance.
• Maintain performance on metrics like CSAT, MTTR, NPS and Dispatch Avoidance.

Conocimientos

Customer support

Troubleshooting

Technical writing

Networking

Educación

Bachelor’s Degree in Electronics/ Mechanical/ Computers/ Biomedical Engineering

Herramientas

LIS/LIMS

Descripción del empleo

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 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 a Customer Remote Support Agent, you will provide advanced troubleshooting and technical support for the Waters Biosciences Division (WBD) instrumentation through phone, email, chat, or online diagnostic tools. You will collaborate closely with customers to deliver timely, high-quality assistance, ensuring their equipment operates effectively and reliably.

Reporting to the BDB CRS Manager, you will be responsible for providing remote troubleshooting support for BD Biosciences instrumentation via phone, email, chat, or online diagnostic tools.

You will engage directly with customers and work according to schedules aligned with the region in which you are hired.

This is a fully remote role with no regular customer site visits. However, at your manager’s discretion, occasional travel may be required for:
Classroom training
Team meetings
On-The-Job coaching at customer site

Job Responsibilities:

• Deliver exceptional customer support by providing remote assistance on BD Biosciences equipment, ensuring every interaction reflects professionalism, empathy, and technical excellence.
• Diagnose and resolve advanced system issues via phone, chat or email, minimizing downtime and maintaining customer trust.
• Guide customers through detailed troubleshooting procedures, ensuring clarity and confidence throughout the support experience.
• Act as a trusted technical advisor , balancing deep product knowledge with a customer-first mindset to drive satisfaction and long-term loyalty.
• Document all support activities thoroughly and accurately, assuring compliance with quality and regulatory standards.
• Maintain high performance across key support metrics , including DA (Dispatch Avoidance), CSAT (Customer Satisfaction Score), MTTR (Mean Time to Resolution) and NPS (Net Promoter Score).
• Escalate issues promptly and appropriately , following established escalation process to ensure timely resolution of complex or high-impact cases while maintaining transparency with the customer.
• Initiate transfer of ownership to the field organization when on-site intervention is required.
• Recommend appropriate spare parts based on diagnostic findings, system history, and customer environment to facilitate efficient resolution and minimize repeat service calls.
• Collaborate closely with colleagues across remote support and field service teams , sharing insights and leveraging collective expertise to resolve issues faster.
• Ability to work both independently and within a team environment, demonstrating collaborative, happy demeanor with a positive can-do attitude.
• Ability to demonstrate adherence to processes & procedures.

Education and Experience:

• Bachelor’s Degree in Electronics/ Mechanical/ Computers/ Biomedical Engineering is required
• Minimum 2 years of service experience in the troubleshooting and repair of medical devices/ electronic and electro-mechanical devices
• Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired
• Proficient PC skills (Microsoft Office package) – and/or Laboratory Information System (LIS) or Laboratory Information Management System (LIMS) a plus
• Working knowledge and experience of networking set up and troubleshooting
• Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone
• Experience in doing software installations and upgrades· Knowledge of software security concepts and best practices
• Language proficiency in line with regional responsibility, including English, German & Polish

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.

Required Skills

Optional Skills

Primary Work Location

DEU Heidelberg - Tullastrasse

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

€65.000,00 - €99.125,00 EUR Annual