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Job Description
As part of Integral Customer Services, the GTS EMEA Senior Technical Support Specialist is the ultimate technical and operational expert for Service Desk operations across EMEA. The role provides advanced technical leadership, resolves the most complex support issues, strengthens Service Desk capability, and ensures consistent, compliant, and customer-focused support across products, processes, tools, and support partners.
Acting as the highest-level technical escalation point for complex Service Desk cases, major incidents, recurring issues, and cross-functional problem resolution.
Providing expert guidance on Service Desk processes, diagnostic methods, support tools, product knowledge, and effective case ownership.
Connecting Service Desk teams with Research and Development, Quality, Field Service, Commercial, Training, and other specialist functions to accelerate resolution and eliminate root causes.
Owning technical knowledge governance, coaching, operational standardization, and continuous improvement to increase remote resolution, service quality, and customer satisfaction.
Primary Role ResponsibilitiesAdvanced technical support and escalation leadershipServe as the final Service Desk escalation point for highly complex, business-critical, and technically ambiguous issues across the assigned EMEA portfolio.




Problem management and cross-functional resolutionIdentify recurring technical and process failures, lead root-cause analysis, and convert findings into corrective and preventive actions.
Coordinate resolution with Research and Development, Quality, Field Service, Product, Commercial, Information Technology, and other relevant functions.
Translate technical findings into clear guidance for Service Desk teams, management, and customer-facing stakeholders.
Coach, mentor, and technically enable Service Desk associates and support partners through case reviews, targeted training, and practical knowledge transfer.
Service Desk operational excellenceDefine and promote consistent technical support standards, case quality expectations, escalation paths, and effective ways of working across EMEA.
Use operational data, case trends, quality findings, and customer feedback to prioritize improvements that increase first-contact and remote resolution.
Support audits, quality reviews, compliance activities, and the implementation of approved changes within the Service Desk.
Technical leadership and stakeholder partnershipAct as a trusted technical adviser to Service Desk leadership and operational stakeholders on risks, priorities, supportability, and improvement opportunities.
Represent Service Desk requirements in product, process, tool, and change discussions and ensure operational impacts are understood and addressed.




Job ObjectivesIncrease the speed and quality of resolution for complex and escalated Service Desk cases.
Raise technical capability and independent problem-solving across the Service Desk organization.
Standardize technical support practices and strengthen collaboration across EMEA support functions.
Improve customer experience, operational resilience, compliance, and remote resolution performance.
Achieve technical and operational excellence in day-to-day Service Desk activitiesRelevant QualificationsTechnical degree, vocational qualification, or equivalent advanced experience in technical support, engineering, information technology, medical technology, or a related discipline.
Expert knowledge of Service Desk operations, case management, incident management, problem management, knowledge management, and escalation governance.
Strong understanding of quality, regulatory, data protection, and documentation requirements in a medical technology support environment.
Working knowledge of continuous improvement, root-cause analysis, Lean principles, and structured problem-solving methods.
Desired Competencies & Key SkillsTypically 7 or more years of progressive experience in technical support or Service Desk operations, including extensive ownership of complex escalations.
Demonstrated subject-matter expertise in one or more relevant product or technical domains, combined with broad understanding of end-to-end Service Desk operations.
Advanced troubleshooting, systems thinking, root-cause analysis, and decision-making skills in high-impact and time-sensitive situations.
Experience improving technical support processes, case quality, knowledge content, remote resolution, and operational performance.
Proficiency with Microsoft Office and relevant service platforms suc

📌 Gts Emea Senior Technical Support Specialist (España)
🏢 BD
📍 España