About the role

Join the team in a high-impact expert role supporting COR monitoring operations across EMEA. As part of the DS Technical Services team, reporting to the EMEA DS Remote Services & Instrument Performance Manager, you will play a visible role in protecting customer uptime for one of BD’s most strategically important diagnostic platforms through advanced monitoring, expert case assessment, proactive intervention, and escalation leadership.

In this role, you will combine technical expertise with visible business impact. You will monitor system performance, assess risk signals, review service cases, and coordinate timely actions with remote support, field service, quality, and leadership teams. Your contribution will help reduce unplanned downtime, improve service responsiveness, and strengthen customer experience across a complex international environment.

Main responsibilities will include:

Monitoring,knowledgeand operationalexpertise

• Build and maintain expert-level knowledge of BD COR systems, connected workflows, and service processes to support high-quality technical decision-making.
• Stay current with product updates, field learnings, and global best practices, translating new knowledge into practical guidance for service teams.
• Actively contribute to regional and global expert networks, sharing insights, recurring trends, and lessons learned to strengthen overall support capability.

Monitoring operations and service governance

• Provide expert oversight of COR monitoring activities across the region, interpreting system signals, dashboards, trends, and case information to identify potential risks before customer operations are affected.
• Review and prioritize monitoring events, escalations, and service cases, applying specialist judgment to determine the right intervention, escalation path, and follow-up actions.
• Coordinate proactively with remote support and field teams to accelerate issue resolution, improve case discipline, and support consistent customer outcomes.
• Act as a key reference point for technical guidance, process discipline, and operational expectations for remote and field-based support teams.

Organizational support

• Provide expert input to readiness activities for product releases, upgrades, and field actions, ensuring monitoring processes, technical expectations, and service teams remain aligned.
• Use trend analysis and operational insight to identify recurring issues, support preventive actions, and contribute to service improvement initiatives across the region.
• Work cross-functionally to strengthen governance, improve execution discipline, and help embed best practices across the monitoring and service support landscape.

Remote support, diagnostics & troubleshooting

• Partner with Customer Remote Support as an expert resource to strengthen remote diagnostics, accelerate troubleshooting, and improve the quality and consistency of technical response.
• Support effective issue triage and case ownership by ensuring technical information, actions, and follow-up are documented clearly and progressed in a timely way.
• Where onsite intervention is required, provide informed coordination with local Field Service Engineers and Country Product Technical Specialists to support rapid, well-governed action.

Field corrective actions & upgrades

• Support Regional Support & Training team to prioritize, plan and execute field corrective actions and upgrades, according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer.
• Be compliant with the DS quality regulations

Functional administrative reporting

• Manage personal planning in agreement with the Manager.
• Follow strictly administrative processes (management of escalations, relevant data entry in ServiceMax, reporting…)

About you

• Degree in engineering, electronics, physics, life sciences, or a related technical discipline, or equivalent experience.
• Significant experience in field service, remote technical support, instrument support, monitoring operations, or service operations within diagnostics, medical devices, or a similarly regulated technical environment.
• Strong technical understanding of connected systems, software, networking, and troubleshooting workflows; familiarity with LIS and database environments is a strong advantage.
• Demonstrated ability to assess complex operational situations, prioritize effectively, and make sound decisions in a fast-paced customer support environment.
• Experience working across functions and influencing stakeholders in an international organization, with a structured and disciplined approach to service governance and quality compliance.
• Experience using service systems, monitoring tools, dashboards, and case management platforms; ServiceMax and Azure DevOps experience is an advantage.
• Experience working with Databases, SQL queries and Python is an advantage.
• Excellent communication skills in English, with the ability to communicate credibly with technical teams and cross-functional stakeholders; additional European languages are a plus.