Remote Life Sciences Tech Support Engineer

BD; United States; Remote; USD 73,000 - 111,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Troubleshooting

Technical writing

Networking

Education

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

Tools

LIS/LIMS

Job description

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.