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 part of Global Customer Services, the GTS EMEA Senior Technical Support Specialist is the ultimate technical and operational expert for Service Desk operations across EMEA. The role provides advanced technical leadership, resolves the most complex support issues, strengthens Service Desk capability, and ensures consistent, compliant, and customer-focused support across products, processes, tools, and support partners.

• Acting as the highest-level technical escalation point for complex Service Desk cases, major incidents, recurring issues, and cross-functional problem resolution.
• Providing expert guidance on Service Desk processes, diagnostic methods, support tools, product knowledge, and effective case ownership.
• Connecting Service Desk teams with Research and Development, Quality, Field Service, Commercial, Training, and other specialist functions to accelerate resolution and eliminate root causes.
• Owning technical knowledge governance, coaching, operational standardization, and continuous improvement to increase remote resolution, service quality, and customer satisfaction.

Primary role responsibilities:

• Advanced technical support and escalation leadership
  • Serve as the final Service Desk escalation point for highly complex, business-critical, and technically ambiguous issues across the assigned EMEA portfolio.
  • Lead structured troubleshooting, technical triage, impact assessment, workaround definition, recovery coordination, and transition to specialist teams when required.
  • Ensure complex cases have clear ownership, complete documentation, appropriate urgency, and timely communication until resolution or formal handover.
• Problem management and cross-functional resolution
  • Identify recurring technical and process failures, lead root-cause analysis, and convert findings into corrective and preventive actions.
  • Coordinate resolution with Research and Development, Quality, Field Service, Product, Commercial, Information Technology, and other relevant functions.
  • Translate technical findings into clear guidance for Service Desk teams, management, and customer-facing stakeholders.
• Knowledge management and capability building
  • Own and govern technical knowledge for the assigned scope, including diagnostic guides, known errors, troubleshooting trees, escalation criteria, and standard operating procedures.
  • Coach, mentor, and technically enable Service Desk associates and support partners through case reviews, targeted training, and practical knowledge transfer.
  • Assess technical readiness and identify capability gaps before new products, releases, tools, processes, or support scopes are introduced.
• Service Desk operational excellence
  • Define and promote consistent technical support standards, case quality expectations, escalation paths, and effective ways of working across EMEA.
  • Use operational data, case trends, quality findings, and customer feedback to prioritize improvements that increase first-contact and remote resolution.
  • Support audits, quality reviews, compliance activities, and the implementation of approved changes within the Service Desk.
• Technical leadership and stakeholder partnership
  • Act as a trusted technical adviser to Service Desk leadership and operational stakeholders on risks, priorities, supportability, and improvement opportunities.
  • Represent Service Desk requirements in product, process, tool, and change discussions and ensure operational impacts are understood and addressed.
  • Provide expert input during critical incidents, service reviews, improvement initiatives, and readiness decisions.

Job Objectives:

• •  Increase the speed and quality of resolution for complex and escalated Service Desk cases.
  • Raise technical capability and independent problem-solving across the Service Desk organization.
  • Reduce repeat issues through disciplined problem management and sustainable knowledge creation.
  • Standardize technical support practices and strengthen collaboration across EMEA support functions.
  • Improve customer experience, operational resilience, compliance, and remote resolution performance.
  • Achieve technical and operational excellence in day-to-day Service Desk activities

Relevant qualifications:

• Technical degree, vocational qualification, or equivalent advanced experience in technical support, engineering, information technology, medical technology, or a related discipline.
• Expert knowledge of Service Desk operations, case management, incident management, problem management, knowledge management, and escalation governance.
• Deep technical knowledge of relevant products, systems, interfaces, diagnostic methods, and remote support processes within the assigned scope.
• Strong understanding of quality, regulatory, data protection, and documentation requirements in a medical technology support environment.
• Working knowledge of continuous improvement, root-cause analysis, Lean principles, and structured problem-solving methods.

Desired Competencies & key skills

• Typically 7 or more years of progressive experience in technical support or Service Desk operations, including extensive ownership of complex escalations.
• Demonstrated subject-matter expertise in one or more relevant product or technical domains, combined with broad understanding of end-to-end Service Desk operations.
• Advanced troubleshooting, systems thinking, root-cause analysis, and decision-making skills in high-impact and time-sensitive situations.
• Ability to simplify complex technical information and communicate clear actions to technical and non-technical audiences at all organizational levels.
• Strong coaching, mentoring, facilitation, and knowledge-transfer capability without direct people-management authority.
• Strong customer orientation, ownership, professional judgement, resilience, and calm prioritization under pressure.
• Proven ability to influence cross-functional stakeholders and drive issues to resolution in a matrix and multicultural environment.
• Experience improving technical support processes, case quality, knowledge content, remote resolution, and operational performance.
• Proficiency with Microsoft Office and relevant service platforms such as ServiceMax, Microsoft Dynamics, Salesforce, telephony, remote diagnostic, and knowledge-management tools.
• Fluent English is required. German, Dutch, Spanish, Italian, or French is an advantage depending on the supported scope.
• Detail-oriented, analytical, collaborative, adaptable, and committed to continuous learning and improvement.
• Demonstrates and promotes The BD Way values in all decisions and interactions.

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.

To learn more about BD visit https://bd.com/careers.

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.

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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.

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