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

Role and responsibilities

As part of the ADx Technical Services team, reporting to the EMEA Regional Support and Training Manager, you will provide expert-level BD COR technical support to customers and Field Service Engineers across EMEA. The role focuses on strengthening BD COR performance by enabling all sites to achieve ≥98% uptime, supporting a 5-hour median restoration target, and building regional expert capability that reduces reliance on global escalation. You will support BD COR deployment, operation, troubleshooting, lifecycle management, training and service readiness in close collaboration with Customer Remote Support, Field Service, Regional Support, Training & Application, Sales & Marketing and global service organizations in Sparks and Drachten.

As the BD COR Instrument Expert, you will deliver technical training, contribute to platform improvement projects, support launch readiness and help optimize service processes across EMEA.

Your specific responsibilities will consist of:

Role priorities: ≥98% uptime at all BD COR sites; 5-hour median restoration; EMEA expert capability that reduces global escalation.

Acquiring, maintaining and transferring knowledge

• Maintain advanced technical expertise on BD COR PX, GX and MX configurations, including modules, workflows, software, connectivity and service procedures.
• Keep BD COR knowledge current through field feedback, service bulletins, product updates and collaboration with global subject matter experts.
• Participate in BD COR technical forums to share best practices, issue trends and resolution strategies.
• Build and sustain an EMEA BD COR expert network with Customer Remote Support, Field Service and Country Product Technical Specialists to resolve complex issues regionally and accelerate knowledge transfer.

Training

• Develop, maintain and deliver BD COR technical training covering installation, maintenance, troubleshooting, workflow and escalation handling.
• Support Technical Instrument Specialists, Field Service Engineers and regional trainers in delivering consistent BD COR training and coaching.
• Communicate BD COR technical guidelines, procedures, service resources and documentation to field-based and remote support associates.
• Perform occasional BD COR technical training delivery to support regional capability building and service readiness needs.

Organizational support

• Support technical validation of BD COR new products, modules, software releases and upgrades, including prelaunch activities, customer beta evaluations, trials and service readiness reviews.
• Support BD COR spare parts readiness by contributing to spare part catalogue setup, car stock recommendations, escalation part availability and safety stock definition in collaboration with Supply Chain.
• Monitor BD COR site performance trends, escalation drivers and recurring failure modes to support regional action plans that protect ≥98% uptime at every installed site.

Remote support, diagnostics & troubleshooting

• Work closely with Customer Remote Support to improve BD COR remote diagnostics, log review, troubleshooting workflows and first-time resolution capability.
• Lead BD COR troubleshooting discipline and escalation execution to support a 5-hour median restoration performance and improve customer continuity across all EMEA sites.
• When a remote BD COR resolution cannot be achieved, liaise with the local Field Service Engineer or Country Product Technical Specialist to ensure the correct technical support, parts, actions and escalation path are in place.

Field corrective actions & upgrades

• Support the Regional Support team in prioritizing, planning and executing BD COR field corrective actions, upgrades, software updates and service campaigns in line with regulatory instructions and mandatory procedures, within defined timelines to maintain customer continuity.
• Maintain compliance with ADx quality regulations and BD COR-specific service, documentation and escalation requirements.

Functional administrative reporting

• Manage personal planning in agreement with the Manager.
• Follow administrative processes for BD COR escalations, case documentation, ServiceMax data entry, technical reporting and knowledge capture.

Requirements (qualifications / experience)

• Engineering degree in electromechanics, electronics, automation, software, physics or equivalent experience. Experience as a third-line support engineer on complex automated diagnostic platforms is an advantage.
• Experience in a field service instrument support role.
• Experience with PC hardware, software, LIS, networking, middleware, database management and automated workflow connectivity is desirable.
• Willing to travel across Western Europe and EMEA to support BD COR installations, escalations, training delivery and regional service readiness activities (up to 70%).
• Knowledge of Windows and common Microsoft Office applications, including Excel, OneNote, Outlook, PowerPoint, SharePoint and Word.
• Strong customer focus, analytical problem-solving skills, collaborative mindset, ability to multitask, and openness to diversity and different cultures.
• Discipline in creating, using and implementing processes that promote a safe working environment across the organization.
• Effective presentation, training and teaching skills
• Effective organization and planning skills
• Excellent written and verbal communication skills

Location of the EMEA BD COR Technical Instrument Expert ADx:

• The EMEA BD COR Technical Instrument Expert is based in Europe, with regional travel required to support BD COR activities across the region.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Required Skills

Optional Skills

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Primary Work Location

DEU Heidelberg - Tullastrasse

Additional Locations

Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information

€65,000.00 - €99,125.00 EUR Annual