Customer Remote Support Agent

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics.

Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

As a Customer Remote Support Agent, you will provide advanced troubleshooting and technical support for the Waters Biosciences Division (WBD) instrumentation through phone, email, chat, or online diagnostic tools. You will collaborate closely with customers to deliver timely, high-quality assistance, ensuring their equipment operates effectively and reliably.

Reporting to the BDB CRS Manager, you will be responsible for providing remote troubleshooting support for BD Biosciences instrumentation via phone, email, chat, or online diagnostic tools.

You will engage directly with customers and work according to schedules aligned with the region in which you are hired.

This is a fully remote role with no regular customer site visits. However, at your manager’s discretion, occasional travel may be required for:
Classroom training
Team meetings
On-The-Job coaching at customer site

Job Responsibilities:

• Deliver exceptional customer support by providing remote assistance on BD Biosciences equipment, ensuring every interaction reflects professionalism, empathy, and technical excellence.
• Diagnose and resolve advanced system issues via phone, chat or email, minimizing downtime and maintaining customer trust.
• Guide customers through detailed troubleshooting procedures, ensuring clarity and confidence throughout the support experience.
• Act as a trusted technical advisor , balancing deep product knowledge with a customer-first mindset to drive satisfaction and long-term loyalty.
• Document all support activities thoroughly and accurately, assuring compliance with quality and regulatory standards.
• Maintain high performance across key support metrics , including DA (Dispatch Avoidance),
  CSAT (Customer Satisfaction Score), MTTR (Mean Time to Resolution) and NPS (Net Promoter Score).
• Escalate issues promptly and appropriately , following established escalation process to ensure timely resolution of complex or high-impact cases while maintaining transparency with the customer.
• Initiate transfer of ownership to the field organization when on-site intervention is required.
• Recommend appropriate spare parts based on diagnostic findings, system history, and customer environment to facilitate efficient resolution and minimize repeat service…