Technical Support Engineer I

This is a fully remote position, open to applicants in Germany, +3 more countries.

📋 Description

• Deliver technical assistance to customers, Field Service Engineers, commercial teams, and internal stakeholders utilizing Repligen bioprocessing products and technologies.

• Aid in troubleshooting efforts and address technical inquiries through phone, email, video conferencing, and various other communication methods.

• Cultivate and sustain knowledge of Repligen’s product range, bioprocessing applications, system components, operating software, and associated technologies.

• Collect technical details, provide updates, and enhance the overall customer experience.

• Evaluate and diagnose technical problems, determine possible causes, suggest next steps, and steer issues towards resolution.

• Oversee technical support cases in Salesforce, documenting inquiries, troubleshooting efforts, findings, communications, and solutions.

• Generate, review, and revise troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge resources.

• Collaborate with Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and various other teams.

• Organize replacement parts, RMA support, Field Service requests, and escalation of intricate technical issues.

• Engage in product training, technical workshops, and knowledge-sharing initiatives.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant experience in Engineering, Biotechnology, Life Sciences, Chemistry, or a related technical discipline.

• 2–3 years of pertinent experience in technical support, engineering, manufacturing, equipment service, or a comparable technical setting.

• Robust troubleshooting and problem-solving capabilities.

• Experience with technical equipment, instrumentation, software, or engineered systems.

• Excellent written and verbal communication skills with a customer-centric approach.

• Ability to work autonomously while effectively collaborating across teams.

• Proficiency in written and spoken English.

• Willingness to travel occasionally for training and customer support.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching contributions.

• Opportunities for professional development and continuing education.

• Flexible work arrangements and a supportive work environment.