Customer Support Agent

This is a fully remote position, open to applicants in Germany.

📋 Description

• Deliver advanced remote troubleshooting and technical support for Waters Biosciences Division and BD Biosciences instruments.

• Assist customers through phone, email, chat, and online diagnostic tools.

• Identify and resolve complex system issues to reduce downtime.

• Guide customers through in-depth troubleshooting processes.

• Act as a technical consultant with an emphasis on customer satisfaction and loyalty.

• Document support activities in adherence to quality and regulatory standards.

• Maintain performance metrics across DA, CSAT, MTTR, and NPS.

• Escalate intricate or high-impact issues following established protocols.

• Transfer ownership to field teams when on-site assistance is necessary.

• Suggest spare parts based on diagnostic results, system history, and the customer’s environment.

• Collaborate with remote support and field service teams.

• Work according to schedules that align with the hiring region.

⛳️ Requirements

• A Bachelor’s Degree in Electronics, Mechanical, Computers, or Biomedical Engineering is mandatory.

• A minimum of 2 years of service experience in troubleshooting and repairing medical or electronic and electro-mechanical devices.

• Familiarity with medical devices and equipment is essential.

• Strong knowledge of PC/software/LIS/networking/database management is highly preferred.

• Proficient in PC applications, including Microsoft Office.

• Knowledge of LIS or LIMS is advantageous.

• Practical knowledge and experience in networking setup and troubleshooting.

• Excellent communication and customer service abilities.

• Technical writing skills and capacity to manage intricate technical discussions over the phone.

• Experience in software installations and upgrades.

• Understanding of software security concepts and best practices.

• Language proficiency relevant to regional responsibilities, including English, German, and Polish.

• Capability to work independently as well as collaboratively within a team.

• Ability to comply with processes and procedures.

🏝️ Benefits

• Comprehensive Total Rewards program.

• Opportunities for rewards and recognition.

• Competitive salary and benefits packages.

• Opportunities for learning, growth, and development.

• Fully remote work configuration.

• Occasional travel for classroom training, team meetings, and on-site coaching at customer locations.