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Job ID R-547973 Category Sales Support Location Drachten, Netherlands Region EMEA

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. 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

About the Role

As a Customer Remote Support (CRS) Agent, you provide both reactive and proactive technical support for BD COR. You help customers and field teams maintain system continuity, reliability, and confidence in a critical molecular diagnostics platform.

You collaborate closely with Field Service Engineers, internal specialists, training teams, and global service partners to troubleshoot issues, improve remote resolution, and drive service excellence across EMEA.

Key Responsibilities

• Provide remote technical support for moderately complex to complex customer issues across high-volume channels

• Apply structured troubleshooting, including log analysis, database review, connectivity checks, and workflow-based investigation

• Partner closely with Field Service Engineers and internal specialists for escalations or on-site support needs

• Monitor system performance trends and support proactive service improvement initiatives

• Maintain accurate case records, escalation tracking, and complaint-related documentation aligned with quality requirements

• Participate in technical training and knowledge-sharing activities across the EMEA region

• Contribute to weekday on-call support coverage to ensure service continuity About you :

• Bachelor’s degree in engineering, technical field, or equivalent experience

• Experience in technical support, system support, field service, or troubleshooting (diagnostics, medical devices, or electronics preferred)

• Strong problem-solving and troubleshooting skills using scientific and technical reasoning

• Clear communication skills with the ability to explain technical topics to different audiences

• Strong interpersonal skills and ability to prioritize tasks in a quality-regulated environment

• Fluency in English, French , Spanish any European languages

• Experience supporting BD COR or similar molecular diagnostic systems

• Knowledge of networking, LIS, databases, software, or connectivity troubleshooting

• Experience in regulated healthcare, diagnostics, or medical device environments

• Familiarity with data analysis tools or methods (e.g., SQL or Python) Click on apply if this sounds like you!

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