BD (Becton, Dickinson and Company) Technical Support Center Specialist - Flow Cytometry (Spanish speaking) in Erembodegem, Belgium
Job Description Summary
As Technical Support Center Specialist, you will be part of European Technical Support Center and be part of a multicultural team of 17 who provides support to our customers Europe-wide. You will be the point of contact for customers when they need hardware and software support on BD Biosciences Flow Cytometers, delivering technical support over the phone or via email. Your role will be instrumental to ensure client satisfaction.
In this role, you will conduct real-time diagnosis and troubleshooting relying on verbal communication and remote desktop management. If a solution can’t be found, you will route the problem to field-based colleagues, who can visit the clients.
As Technical Support Center Specialist reporting to our Technical Support Center Team Leader, you will be the first point of contact for the customer to answer questions, respond to emails and phone calls and deliver first line support, instructions and guidance.
You will escalate the problem in case an on-site intervention is necessary, working closely with the regional Planning & Dispatching function to route the customer problem by providing all necessary information to allow quick and efficient problem management. You will support your field-based colleagues in the execution of the on-site repair by recommending precautionary spare parts. You will provide the local Sales Representative, Application Specialist, Field Service Engineer detailed information of the customer interaction if required.
Furthermore, you will track, record and document all technical enquiries from customers and prospective customers into the BD systems and thoroughly record the problem description, analysis & resolution in order to maintain all relevant information and to create an efficient and effective service to the customer. You will develop and maintain the existing troubleshooting database and helpdesk guidelines, procedures and policies by reviewing all helpdesk documentation, such as technical service bulletins, and problem resolution flowcharts.
In addition, you will:
Be responsible for the maintenance and repair of the instruments in our European training center.
Work on local or European Technical Service improvement projects as needed.
Participate in training courses in Europe.
To deliver the performance that we are looking for, we need professionals with a relevant qualification in engineering or biology or equivalent experience, such as experience in the operation and routine maintenance of laboratory equipment together with a high desire to develop technically or hands-on experience in Flow Cytometry and flow cytometry software, which would be a plus.
A strong communicator, you have a strong commitment to customer service and satisfaction as well as excellent analytical and problem-solving skills. You are eager to stay current in technical knowledge in order to be able to troubleshoot and provide information back to customers in a helpful, courteous, positive and professional manner. You are diligent, process-oriented and well-organized.
To support our clients, you are fluent in Spanish and English (level C1 or C2), both written and spoken to be able to support our customers. Knowledge of another European language (especially French, Dutch, Swedish or Danish) would be a plus to ensure rotation in the team.
What we offer:
A varied function with international contacts in a value-driven organization
An informal fraternal working atmosphere, dynamic corporate culture and an environment that lets you grow and develop
A strong leadership commitment to individual development and learning, with several examples of successful internal moves over the last few years (e.g. towards marketing, sales, field-service or European technical expertise roles)
Working for one of the top 5 MedTech companies worldwide, supporting our clients with cutting-edge technology
Good accessibility to the office in Belgium (Erembodegem) by train (office located close to train station)
An attractive remuneration package
If you’re a team player who is passionate about healthcare and we’ve just described your career aspirations click on the “APPLY” button and send us your application in English.
Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here: http://bd.tal3nt.community/ .
Primary Work Location
BEL Erembodegem - Dorp 86
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.