Customer Remote Support Agent

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.

Wir geben Möglichkeiten einen Sinn.

BD ist eines der weltweit größten Medizintechnikunternehmen. Die Welt der Gesundheit voranzubringen ist unser Ziel, und das ist keine leichte Aufgabe. Es erfordert die Vorstellungskraft und Leidenschaft von uns allen, von Design und Entwicklung bis hin zur Herstellung und Vermarktung unserer Milliarden MedTech-Produkte pro Jahr – das Unmögliche zu betrachten und transformative Lösungen zu finden, die Träume in Möglichkeiten verwandeln.

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?

Um Sinn in den Möglichkeiten zu finden, brauchen wir Menschen, die das große Ganze sehen und die menschliche Geschichte verstehen, die allem zugrunde liegt, was wir tun. Wir heißen Menschen willkommen, die Vorstellungskraft und Antrieb mitbringen, um uns dabei zu unterstützen, die Zukunft des Gesundheitswesens neu zu gestalten. Bei BD erwartet Sie eine Kultur, in der Sie lernen, wachsen und erfolgreich sein können.

Wir glauben, dass wir schneller lernen, tiefer zusammenarbeiten und eine stärkere Kultur aufbauen, wenn Menschen persönlich zusammenkommen. Werden Sie Teil unseres Teams und genießen Sie eine Kultur, in der persönliche Zusammenarbeit Ihr Lernen, Ihren Fortschritt und Ihren Erfolg fördert.

Weitere Informationen zu BD finden Sie unter https://bd.com/careers.

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Primary Work Location

DEU Heidelberg - Tullastrasse