BD (Becton, Dickinson and Company) European Technical Support Center Specialist in Erembodegem, Belgium
Job Description Summary
Reporting to the Technical Support Center Specialist and Team leader, the Technical Support Center Specialist will provide a high quality level of technical support and representation for BD DS products in the field of Molecular Diagnostics, Cervical Cancer detection and Microbiology.
You will be the point of contact for the customer in case of technical, software and product support requests.
In this role, you will identify the customers problem by asking relevant questions and conduct real-time diagnosis and troubleshooting, relying on verbal or written information and remote desktop management.
If a solution can’t be found, you will route the problem to the regional field based organization.
You will function as the first point of contact for the customer by answering questions, responding to emails and phone calls and deliver first line support through remote instructions and guidance.
For certain products, you will be using remote diagnostic tools, to remedy problems and perform root cause analysis.
If complaints cannot be resolved remotely, you will define the nature of the complaint (Application or Technical) and report this back to the local organization for on-site resolution by either an Application Specialist or a Field Service Engineer.
You will support the engineer in the execution of the on-site repair by recommending precautionary spare parts.
You will communicate and interact directly with the regional Dispatchers, Field service Engineers, Application Specialists, Sales Representatives or Distributors, to ensure detailed information on the customer’s interaction is available for quick and efficient problem management.
You will track, record and document all technical enquiries from customers and prospective customers into the BD systems and thoroughly record problem description, analysis & resolution in order to maintain all relevant information and to create an efficient and effective service to the customer.
You will develop and maintain the existing troubleshooting database and help desk guidelines, procedures and policies by reviewing all help desk documentation, such as technical service bulletins, and problem resolution flowcharts.
You will work on local or European Technical Service improvement projects as needed.
You have a relevant qualification in Engineering or IT or equivalent demonstrable experience, e.g.:
Experience in the operation and routine maintenance of laboratory equipments together with a high desire to develop technically, or
Experience in field service engineering or Biomedical Engineering role in a hospital or Laboratory Environment, or
First Experience in remote computer management as remote system Engineer
Experienced in using MS Office.
Knowledgeable about usage of remote support tools such as VPN, virtual machines, remote desktop (TeamViewer, VNC…), or willingness to learn based on prior interests.
Basic knowledge on Computer networking, Windows OS, Unix and TCP/IP.
You are eager to stay up to date in technical knowledge, to troubleshoot and to provide information back to customers in a helpful, courteous, positive and professional manner.
You have a proven ability of effective written and verbal communication and listening skills and strong interpersonal skills, with an ability to effectively communicate and project yourself over the telephone.
You have excellent analytical and problem solving skills.
You have a strong commitment to customer service and satisfaction and are diligent, process oriented and well organized.
You have a proactive willingness for learning and self-development.
You are verbally fluent in English, Dutch and French. Notions of German are a very strong plus.
A varied function with international contacts within a company with an important social contribution in a value driven organization.
An informal fraternal working atmosphere, dynamic corporate culture and an environment that let you grow and develop.
A strong leadership commitment to individual development and learning.
Offices are accessible by train.
A very attractive remuneration package. Are you interested in this position? Please apply via www.bd.com/careers
Primary Work Location
BEL Erembodegem - Dorp 86
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.