Job Description Summary

As a Customer Remote Support (CRS) Agent, you will play a key role within the DS Technical Services team, providing both reactive and proactive technical support across the EMEA region, with a primary focus on BD COR systems. You will collaborate closely with Field Service Engineers, the Training & Application department, Sales & Marketing teams, and Global Service organizations based in the US (Sparks) and the Netherlands (Drachten).

This dynamic and innovative role involves delivering high-level technical consultation and troubleshooting to both internal and external customers. As the first point of contact for technical inquiries, you will support the operation and maintenance of diagnostic instruments produced and sold by BD Diagnostic Systems (BDDS).

Job Description

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.

Key Responsibilities:

• Deliver expert remote diagnostic support for BD COR systems, resolving intermediate to complex technical issues.
• Complete initial and ongoing technical training to maintain up-to-date expertise.
• Perform advanced troubleshooting, including log file analysis and database reviews.
• Collaborate with Field Service Engineers, Technical Specialists, and SMEs for escalations and on-site interventions.
• Support and monitor technical training initiatives across local and regional teams.
• Participate in product validation, pre-launch activities, and customer trials.
• Document all service activities accurately in compliance with BD quality standards.
• Contribute to proactive service initiatives and continuous improvement projects.
• Ensure compliance with all regulatory and quality requirements.
• Occasionally travel within EMEA for hands-on technical support.

Core Skills:

• Strong Communication: Clear, concise verbal and written communication with technical and non-technical audiences.
• Analytical Problem-Solving: Ability to diagnose complex issues and implement effective solutions.
• Customer Focus: Active listening, empathy, and conflict resolution to ensure a positive customer experience.
• Technical Agility: Skilled in troubleshooting hardware, software, and networking issues.
• Adaptability & Ownership: Ability to multitask, remain calm under pressure, and take full responsibility for case resolution.

• Language requirements: Fluency in English and Polish is essential. Proficiency in a third European language is considered an asset.

Click on apply if this sounds like you!

Required Skills

Optional Skills

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Primary Work Location

NLD Drachten - Kraaiheide

Additional Locations

Work Shift

NL 40 Hr M8T8W8T8F8 BV (Netherlands)

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. 

The salary or hourly rate offered to a successful candidate is determined by their experience, education, and skills, as well as the labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location.

Salary Range Information

€47,000.00 - €71,675.00 EUR Annual