Customer Remote Support Agent

This position is fully remote and you can be based anywhere in Belgium or France. Occasional travel may be required for classroom training, team meetings, or on-the-job coaching at customer sites, as determined by your manager.

**Main responsibilities**:

- Deliver professional, empathetic, and effective remote support for BD Biosciences equipment, ensuring an excellent customer experience.

- Diagnose and resolve technical issues promptly using multiple communication channels to minimise equipment downtime.

- Guide customers through troubleshooting steps clearly and confidently.

- Document all support activities accurately in compliance with quality and regulatory standards.

- Escalate complex cases appropriately, ensuring transparency and timely resolution.

- Recommend spare parts and solutions based on diagnostics and system history to enable efficient service.

- Collaborate with colleagues across remote and field service teams to share insights and improve resolution efficiency.

- Maintain strong performance across key service metrics such as Dispatch Avoidance, Customer Satisfaction, and Time to Resolution.

**About you**:

- Bachelor’s degree in Electronics, Mechanical, Computer or Biomedical Engineering (or equivalent).

- At least 2 years of experience in troubleshooting and repairing medical, electronic, or electro-mechanical devices.

- Skilled in software installation, upgrades, and basic networking setup and troubleshooting.

- Strong communication and customer service abilities, including clear technical writing and telephone support.

- Proficient in Microsoft Office; familiarity with LIS/LIMS systems, SAP, ServiceMax, Salesforce, or similar platforms is an advantage.

- Fluent in English and French; proficiency in an additional European language is desirable.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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


**Primary Work Location**: FRA Grenoble

**Additional Locations**: BEL Erembodegem - Dorp 86

**Work Shift**:
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.

**Salary Range Information**

44 100,00 € - 79 400,00 € EUR Annual