Technical Support Service Desk Specialist - Level 2
hace 3 horas
San Agustín del Guadalix
ppWe 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. /ph3Job Description /h3pAs part of the Global Customer Services (GCS) organization, the Technical Service Desk Level 2 (L2) specialist provides advanced technical support for complex issues escalated from Level 1 teams, service partners, field service engineers, and international GCS counterparts. The role acts as a key technical interface across multiple functions, including Quality, RD, Technical Documentation, Centers of Excellence (CoE), and Centers of Practice (CoP), ensuring timely resolution of customer issues and continuous knowledge sharing. In addition to supporting daily hotline operations and providing out-of-hours technical assistance, the position is responsible for meeting service level targets (SLAs, KPIs, OLAs), driving process and documentation improvements, and ensuring the availability and performance of remote connectivity solutions that enable effective customer support and remote troubleshooting. /ph3Main Responsibilities /h3ulliProvide advanced technical support for complex incidents, service requests, and product-related issues escalated from Level 1 teams, customers, partners, and internal stakeholders. /liliEnsure continuous hotline coverage during assigned shifts, including participation in on-call, weekend, holiday, and out-of-hours support rotations. /liliInvestigate, troubleshoot, and resolve technical issues independently while meeting established service commitments and priorities. /liliDeliver technical guidance, training, and consultation to customers, business partners, and internal teams. /liliAct as a key point of contact for customers and cross-functional stakeholders, ensuring timely communication and high levels of customer satisfaction. /liliCollaborate closely with Sales, Quality, RD, Regulatory, Service Operations, and other business functions to resolve issues and support strategic initiatives. /liliCreate, document, track, and elevate technical cases to Centers of Practice (CoP) and RD teams when required. /liliSupport Level 1 teams through coaching, mentoring, knowledge transfer, and day-to-day technical assistance. /liliDrive shift-left initiatives by transferring knowledge, processes, and support activities to Level 1 teams to improve operational efficiency. /liliContribute to increasing first-time and Level2 resolution rates through effective troubleshooting, root cause analysis, and knowledge sharing. /liliEnsure compliance with internal operational processes, Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs). /liliMaintain and improve customer remote connectivity solutions, proactively identifying and closing gaps to maximize remote support capabilities. /liliParticipate in continuous improvement initiatives focused on service quality, operational excellence, and enhanced customer experience. /liliContribute to Communities of Practice, knowledge management activities, and the development of technical documentation and best practices. /liliSupport special projects, tool implementations, and operational excellence initiatives that improve service delivery and team performance. /li /ulh3Requirements /h3ulliTechnical degree, vocational qualification, or equivalent professional experience in a related technical field. /liliExperience in technical customer support, service desk operations, field service, or a similar customer-facing technical environment. /liliStrong troubleshooting, analytical, and problem-solving skills, with the ability to independently manage complex technical issues. /liliSolid understanding of Service Desk and IT Service Management processes, with a customer-focused approach to service delivery. /liliExcellent communication and stakeholder management skills, with the ability to collaborate effectively across international and cross-functional teams. /liliFluency in the local language and working proficiency in English; additional European languages are considered an advantage. /liliDemonstrated ability to prioritize workloads, work independently in a fast-paced environment, and drive continuous improvement initiatives. /liliInterest in Lean, Agile, and operational excellence methodologies, with a commitment to collaboration, knowledge sharing, and customer satisfaction. /li /ulh3Salary Range /h3pSalary range for this role: EUR 45,000- EUR 52,500 /ppSalary Range Information €32,700.00 - €52,350.00 EUR Annual /ph3Why Join Us? /h3pTo 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 /ph3Equal Opportunity Employer /h3pBecton, 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. /ph3Primary Work Location /h3pESP San Agustin del Guadalix /ph3Additional Locations /h3pESP Barcelona /ph3Work Shift /h3pAt 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. /ph3About BD /h3pSD 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. /p /p #J-18808-Ljbffr