Job
In this role, you will handle complex technical inquiries, support the customer hotline, and mentor Level 1 specialists, while continuously improving processes and enhancing customer satisfaction.
Job summary
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Your role in the team
- As part of our Global Customer Services (GCS) department, the Technical Service Desk Level 2 (L2) is responsible for:
- Support for complex technical inquiries received from Level 1 (L1), contract and service partners, field services, and the second-level support teams in other countries within GCS.
- Provide technical support to customers via the hotline outside core business hours.
- Provide support to Level 1 specialists within the hotline for daily business.
- Interface with GCS areas such as Quality, Development, Tech Doc, Center of Excellence (COE), Center of Practice (COP), and related teams.
- Ensure compliance and improvement with required scope SLAs, KPIs, OLAs, KDGs.
- Contribute to the continuous improvement of internal processes and documentation for Technical Support.
- Own the availability and performance of customer remote connection capabilities, ensuring that all remote connectivity gaps are identified, addressed, and closed to enable seamless remote support.
- Ensure hotline coverage during assigned shifts in accordance with the duty roster established by the Team Lead.
- Participate in early, late, weekend, holiday, and on-call support rotations as required.
- Independently manage and resolve incidents, service requests, and technical issues from assigned work queues, adhering to established priorities and service commitments.
- Provide technical support, relevant training, and consultation to customers, partners, and internal stakeholders.
- Actively communicate with customers, business partners, and cross-functional teams to drive issue resolution and customer satisfaction.
- Collaborate with stakeholders across functions, including Sales, Quality, R&D, Regulatory, and Service Operations, on projects and continuous improvement initiatives.
- Investigate and process technical requests from customers, partners, and internal teams.
- Create, document, and escalate technical issues to COP and R&D teams as appropriate.
- Maintain compliance with operational processes, procedures, and direction provided by the Team Lead.
- Contribute to increasing the L2 resolution rate through effective troubleshooting, root cause analysis, and knowledge sharing.
- Support L1 teams in day-to-day operations, issue resolution, and technical development through coaching, mentoring, and knowledge transfer activities.
- Drive shift-left initiatives by transferring appropriate L2 activities and knowledge to L1 support teams.
- Foster the professional development of L1 and L2 colleagues and contribute to special projects and strategic initiatives.
- Ensure adherence to internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs).
- Provide feedback and support the implementation of new tools, technologies, and processes to improve operational efficiency and customer experience.
- Meet established deadlines and performance expectations for customer-to-customer (C2C) and operational deliverables.
- Ensure the availability, reliability, and effectiveness of remote customer connectivity solutions.
- Proactively identify, manage, and drive the closure of remote access gaps to maximize remote support capabilities and reduce the need for onsite intervention.
- Contribute to continuous improvement initiatives focused on service quality, operational excellence, and customer satisfaction.
Our expectations of you
Education
- Technical degree, vocational qualification, or equivalent relevant experience.
Qualifications
- Strong customer communication and stakeholder management skills.
- Innovative and open-minded approach to problem solving and process improvement.
- Interest in Lean, Agile, and continuous improvement methodologies.
- Strong understanding of Service Desk and IT Service Management processes.
- Ability to troubleshoot complex technical issues in a structured and customer-focused manner.
- Understanding of customer expectations and service excellence principles for both internal and external stakeholders.
- Excellent teamwork, collaboration, and communication skills.
- Ability to build effective working relationships across international and cross-functional teams.
- Strong analytical and problem-solving capabilities.
- Proficiency in the local language and, preferably, English; additional European languages are an advantage.
- Commitment to upholding and promoting BD Values and The BD Way.
- Ability to work independently, prioritize effectively, and perform in a fast-paced support environment.
Experience
- Experience in technical customer support, service desk, field service, or a related customer-facing environment.
What we offer
- Less than 25% travel required.
Benefits
Work-Life-Integration
Food & drink
Health, fitness & fun
Higher take-home pay
Job locations
About your employer
At BD, one of the world's leading medical technology companies, we produce and distribute disposable medical products, devices and reagents with the goal of improving healthcare for people all over the globe.
- 1961
- English
- Established Company
- Onsite, Hybrid, Full Remote
- Healthcare, Social Sector
Employer reviews
3.4Total(3 reviews)
- Team culture
- 3.6
- Working conditions
- 3.7
- Engineering
- 3.3
- Career growth
- 3.3
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