As a Technical Support Engineer II, you will help ensure customer success by responding to technical inquiries, supporting troubleshooting activities, documenting customer issues, and collaborating with internal teams to drive cases toward resolution. This position is ideal for someone with a strong technical foundation, excellent communication skills, and an interest in developing expertise in bioprocessing equipment, service support, and customer-facing technical problem solving.
Key Responsibilities:
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.
- Experience with or knowledge of tangential flow filtration (TFF), automation platforms, and related life sciences technologies is highly beneficial.
- Familiarity with Repligen's Systems portfolio including KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies is preferred.
- 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.
- Proven experience supporting customers throughout Asia-Pacific markets.
- Additional proficiency in Japanese, Mandarin Chinese, or Korean is considered an advantage.
- Willingness to travel occasionally for customer site visits and training.
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