Customer Remote Support Agent
Core
Provide advanced troubleshooting and technical support for BD Biosciences instrumentation via phone, email, chat, or online diagnostic tools to ensure equipment reliability and minimize downtime.
Role type
Senior IC customer support agent (medical devices)
Builds
Operational stability and trust for analytical laboratories using BD Biosciences equipment
Domain
Life sciences / Medical technology / Analytical instrumentation
Deliverable
client delivery
Required skills
Advanced troubleshooting of medical/electro-mechanical devices, PC and software management, networking setup and troubleshooting, technical writing, complex technical conversation management, spare parts recommendation
Preferred skills
Laboratory Information System (LIS) or Laboratory Information Management System (LIMS) knowledge, software installation and upgrades, software security concepts
Technologies
Microsoft Office, LIS, LIMS
Responsibilities
Diagnose and resolve advanced system issues, guide customers through troubleshooting procedures, document support activities, escalate issues appropriately, recommend spare parts, collaborate with field service teams
Seniority
Mid-level, hands-on IC