Senior Technical Support Specialist

🔥 24 minutes ago

🇩🇪 Germany – Remote

💵 €58.5k - €89.3k / year

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 0%

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BD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1897

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

💰 $24M Grant on 2020-07

Healthcare • Manufacturing • Healthcare Insurance

BD (Becton, Dickinson and Company) is a global medical technology company dedicated to advancing the world of health. It focuses on developing innovative technologies, services, and solutions to improve safety and efficiency in healthcare. BD offers a wide range of products including medication management solutions, surgical solutions, cervical cancer screening, drug delivery systems, and laboratory services. The company is also involved in infection risk management and provides advanced clinical insights to enhance patient outcomes. With a commitment to global health sustainability and social investing, BD is a leader in healthcare technology and services worldwide.

📋 Description

• Act as the highest-level technical escalation point for complex, business-critical support cases across EMEA • Lead advanced troubleshooting, technical triage, impact assessments, and recovery activities • Partner with Engineering, Product, Quality, IT, Field Service, and specialist teams to resolve complex technical issues • Own major incidents from escalation through resolution, ensuring communication and accountability • Identify recurring issues, perform root cause analysis, and implement corrective actions • Develop and maintain technical knowledge, troubleshooting guides, diagnostic workflows, and support standards • Coach and mentor Service Desk teams • Champion knowledge sharing and continuous learning • Define and promote support processes, escalation paths, and service quality standards across EMEA • Analyze service trends, performance metrics, and customer feedback to improve operations and first-time resolution • Advise leadership on supportability, technical risks, and improvement opportunities • Support product launches, system implementations, and change initiatives • Represent Customer Support in cross-functional projects and strategic discussions • Contribute to audit readiness, compliance activities, and quality initiatives in a regulated environment

🎯 Requirements

• 7+ years of experience in technical support, service desk operations, IT support, engineering, medical technology, or a related technical environment • Proven expertise managing complex escalations, major incidents, and cross-functional problem resolution • Strong troubleshooting, root cause analysis, and systems-thinking skills • Experience collaborating with global stakeholders across technical, operational, and customer-facing functions • Ability to coach, mentor, and develop technical teams without direct people management responsibility • Strong customer focus and excellent communication skills • Experience with service management and customer support platforms such as Salesforce, Microsoft Dynamics, ServiceMax, or similar tools • Fluent English is essential • Additional European languages are a strong advantage

🏖️ Benefits

• Comprehensive Total Rewards program • Reward and recognition opportunities • Competitive compensation and benefits programs • Learning, growth, and development opportunities • Face-to-face collaboration culture supporting learning, progress, and success

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