GTS EMEA Senior Technical Support Specialist

Kurz zusammengefasst

The GTS EMEA Senior Technical Support Specialist role sits within BD's Global Customer Services division, supporting one of the world's largest medical‑technology companies. The position serves as the top technical escalation point for Service Desk operations across Europe, the Middle East and Africa, ensuring that complex, business‑critical issues are resolved quickly and that support processes remain consistent, compliant and customer‑focused. Day‑to‑day, the specialist leads advanced troubleshooting, technical triage and impact assessments for high‑severity cases. They own major incidents from initial escalation through resolution, coordinate recovery activities, and communicate status to stakeholders. The role also involves partnering with Engineering, Product, Quality, IT, Field Service and other specialist teams to drive issue resolution, performing root‑cause analysis on recurring problems, and creating long‑term corrective actions. In addition, the specialist develops and maintains technical knowledge bases, diagnostic workflows and support standards, while coaching Service Desk staff to raise their problem‑solving capabilities. The position requires at least seven years of experience in technical support, service‑desk operations, IT support, engineering, medical technology or a comparable technical environment. Candidates must have a proven track record of managing complex escalations and major incidents, strong troubleshooting and systems‑thinking abilities, and experience working with global stakeholders across technical and customer‑facing functions. The role also calls for demonstrated coaching and mentoring skills without direct line‑management responsibility, a customer‑centric communication style, and fluency in English. Experience with service‑management platforms such as Salesforce, Microsoft Dynamics, ServiceMax or similar tools is essential. Preferred qualifications include proficiency in additional European languages, which is viewed as a strong advantage. The role is based in Kelberg, Germany, with the possibility of supporting other locations across the EMEA region. BD emphasizes a collaborative, face‑to‑face culture that encourages learning, growth and continuous improvement, and the position offers exposure to cross‑functional projects, audit and compliance activities, and new product launch support. What the role asks for: - 7+ years technical support or related experience - Proven complex escalation and major incident management - Strong troubleshooting and root cause analysis skills - Experience collaborating with global technical and operational teams - Ability to coach and mentor technical staff - Excellent customer‑focused communication in English - Experience with Salesforce, Microsoft Dynamics or ServiceMax - Additional European language proficiency (nice‑to‑have)