Repligen is seeking a motivated and detail-oriented Technical Support Engineer I to join our Service team.
In this role, you will provide technical support to customers, Field Service Engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.
You will play an important role in ensuring a positive customer experience by responding to technical inquiries, supporting troubleshooting activities, documenting and managing technical cases, and collaborating across teams to drive issues toward resolution.
This is an excellent opportunity for someone with a strong technical foundation, excellent communication skills, and an interest in developing deeper expertise in bioprocessing technologies, equipment, software, and customer-facing technical support.
What You’ll Do
- Provide timely and effective technical support to customers and Repligen team members via phone, email, video conferencing, and other communication channels. Troubleshoot hardware, software, process, and system-related inquiries.
- Develop and maintain strong working knowledge of Repligen’s product portfolio, bioprocessing applications, system components, operating software, and related technologies.
- Work directly with customers and internal stakeholders to understand reported issues, gather relevant technical information, provide clear updates, and support a positive customer experience.
- Analyze and diagnose technical issues using a structured approach, identify potential causes, recommend next steps, and guide customers or internal teams toward resolution.
- Manage technical support cases in Salesforce, accurately documenting customer inquiries, troubleshooting activities, technical findings, communications, and resolutions.
- Create, review, and update troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.
- Partner with Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other teams to resolve customer issues and share product feedback.
- Coordinate follow-up activities such as replacement parts, RMA support, Field Service requests, and escalation of complex technical issues.
- Participate in product training, technical workshops, and knowledge-sharing activities to continuously strengthen technical expertise.
Qualifications:
- Bachelor’s degree or equivalent relevant experience in Engineering, Biotechnology, Life Sciences, Chemistry, or a related technical field.
- 2–3 years of relevant experience in technical support, engineering, manufacturing, equipment service, or a similar technical environment.
- Strong troubleshooting and problem-solving skills, with the ability to work through technical issues in a structured manner.
- Experience working with technical equipment, instrumentation, software, or engineered systems.
- Strong written and verbal communication skills with a customer-focused approach.
- Ability to work independently while collaborating effectively across teams.
- Proficiency in written and spoken English.
- Willingness to travel occasionally for training and customer support.
