Repligen is seeking a motivated and detail-oriented Technical Support Engineer II to join our dedicated Service team. This role is responsible for providing technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.

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.
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