We 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.
Job Description As part of the Integral 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, R&D;, 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.
Main Responsibilities Will Include Provide advanced technical support for complex incidents, service requests, and product-related issues escalated from Level 1 teams, customers, partners, and internal stakeholders.
Ensure continuous hotline coverage during assigned shifts, including participation in on-call, weekend, holiday, and out-of-hours support rotations.
Investigate, troubleshoot, and resolve technical issues independently while meeting established service commitments and priorities.
Deliver technical guidance, training, and consultation to customers, business partners, and internal teams.
Act as a key point of contact for customers and cross-functional stakeholders, ensuring timely communication and high levels of customer satisfaction.
Collaborate closely with Sales, Quality, R&D;, Regulatory, Service Operations, and other business functions to resolve issues and support strategic initiatives.
Create, document, track, and expedite technical cases to Centers of Practice (CoP) and R&D; teams when required.
Support Level 1 teams through coaching, mentoring, knowledge

📌 Technical Support Service Desk Specialist - Level 2 (España)
🏢 BD
📍 España