Technical Support: Provide timely and effective technical support to customers and Repligen team members via phone, email, video conferencing, and other communication channels. Support troubleshooting of product hardware, software, process, and system-related inquiries.
Product Knowledge: Develop and maintain a strong working knowledge of Repligen’s product portfolio, bioprocessing applications, system components, operating software, and related technologies.
Customer Engagement: Communicate professionally with customers and internal stakeholders to understand reported issues, gather necessary information, provide updates, and support a positive customer experience.
Troubleshooting and Problem Solving: Assist in analyzing and diagnosing technical issues, identifying possible causes, recommending next steps, and guiding customers or internal teams through the resolution process.
Case Management and Documentation: Manage support cases using Salesforce to document customer inquiries, troubleshooting steps, technical findings, communications, and resolution details. Ensure case records are accurate, complete, and maintained in accordance with internal procedures.
Technical Documentation: Assist in creating, reviewing, and updating technical documentation, including troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.
Cross-Functional Collaboration: Work closely with Technical Support, Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other internal teams to support customer issue resolution and communicate product feedback.
Service Coordination: Support coordination of follow-up activities, including replacement part requests, RMA support, field service dispatch requests, and escalation of unresolved or complex technical issues.
Training and Development: Participate in product training, technical workshops, and internal knowledge-sharing activities to build technical proficiency and improve customer support capability.
Continuous Improvement: Identify recurring customer issues, documentation gaps, support process improvements, and opportunities to improve the customer and field service support experience.
Qualifications
A bachelor’s degree and or equivalent related experience in a relevant field (e.g., Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering related).
A minimum of 3 years of experience supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or related life sciences activities.
Ability to independently troubleshoot technical issues using a structured and logical approach.
Familiarity with Repligen's Systems product portfolio including KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies is highly beneficial.
Familiarity with Repligen's Process Analytics products including SoloVPE, SoloVPE PLUS, FlowVPX, REBEL, REBEL XT, MAVERICK, MAVEN, ZipChip, PATsmart software platforms and associated bioprocess analytical applications is highly beneficial.
Excellent interpersonal skills, strong verbal/written communications skills and attention to detail are required.
Experience using Salesforce or similar CRM/service management systems to manage customer support activities.
Experience with creating and updating technical documentation (Protocols, manuals, SOPs, work instructions, etc.)
Experience installing, configuring, troubleshooting, or supporting software applications associated with bioprocessing equipment and automated manufacturing systems is highly desirable.
Proven ability to interpret software alarms, system diagnostics, event logs, communication errors, and equipment-generated data to support technical investigations and issue resolution.
Familiarity with networking fundamentals, Windows operating systems, software deployment, and remote support tools is beneficial.
Familiarity with, or proficiency in, GMP, 21 CFR Part 11, and other life sciences related regulations is highly beneficial.
Strong problem solving and analytical skills.
Ability to work well within a global, cross functional team.
Ability to prioritize and work independently to achieve defined goals.
Must be fluent in English with strong verbal and written communication skills.
Willingness to travel occasionally for customer site visits and training.
Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated hourly range for this role, based in the United States of America is $42 - 52. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.
