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.
Skills Required
- 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
- 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
What We Do
FRAUD ALERT: Please take note that it has come to our attention that individuals purporting to work for Repligen are reaching out to prospective job applicants using fraudulent email addresses. All legitimate communications from Repligen will be sent from an individual with an email address ending in @repligen.com. If you have any concerns that a communication may be fraudulent and you would like to confirm whether it is, you may email [email protected] and someone will respond. Repligen is a bioprocessing-focused life sciences company bringing over 40 years of expertise and innovation to our customers. We are inspiring advances in bioprocessing through the development and commercialization of high-value products and flexible solutions that address critical steps in the production of biologic drugs, principally monoclonal antibodies. Repligen headquarters is in Waltham, Massachusetts and our manufacturing facilities are located around the world. We market our products globally through a direct commercial organization in the U.S., Europe and Asia, as well as through strategic partners in select markets.
