Technical Support Engineer II

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Deliver technical support to clients, field service engineers, commercial teams, and internal stakeholders.

• Address technical inquiries through phone, email, video conferencing, and various other communication methods.

• Assist in troubleshooting product hardware, software, process, and system-related queries.

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

• Engage with customers and internal stakeholders to comprehend issues, collect information, provide updates, and foster a positive customer experience.

• Evaluate and diagnose technical problems, recognize potential causes, suggest next steps, and guide customers or internal teams toward solutions.

• Oversee Salesforce support cases and document inquiries, troubleshooting steps, technical discoveries, communications, and resolution details.

• Create, review, and update technical documentation, troubleshooting guides, FAQs, technical notes, work instructions, manuals, and knowledge articles.

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

• Manage requests for replacement parts, RMA support, field service dispatch requests, and escalations.

• Participate in product training, technical workshops, and internal knowledge-sharing sessions.

• Recognize recurring customer issues, documentation gaps, areas for support process improvements, and opportunities to enhance customer and field service support.

⛳️ Requirements

• Bachelor’s degree and/or equivalent related experience in a relevant field such as Bioengineering, Biotechnology, Chemistry, Life Sciences, or Engineering.

• At least 3 years of experience in supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or similar life sciences activities.

• Capability to independently troubleshoot technical issues using a structured and logical method.

• Familiarity with Repligen Systems products such as KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies is highly advantageous.

• Acquaintance with Repligen Process Analytics products like SoloVPE, SoloVPE PLUS, FlowVPX, REBEL, REBEL XT, MAVERICK, MAVEN, ZipChip, PATsmart software platforms, and related bioprocess analytical applications is highly beneficial.

• Outstanding interpersonal skills, strong verbal and written communication abilities, and meticulous attention to detail.

• Experience with Salesforce or similar CRM/service management systems.

• Experience in creating and updating technical documentation, including protocols, manuals, SOPs, and work instructions.

• Experience in installing, configuring, troubleshooting, or supporting software applications linked to bioprocessing equipment and automated manufacturing systems is highly desirable.

• Ability to interpret software alarms, system diagnostics, event logs, communication errors, and data generated by equipment.

• Familiarity with networking principles, Windows operating systems, software deployment, and remote support tools is advantageous.

• Familiarity with or proficiency in GMP, 21 CFR Part 11, and other life sciences regulations is highly beneficial.

• Strong problem-solving and analytical capabilities.

• Ability to collaborate effectively within a global, cross-functional team.

• Capacity to prioritize tasks and work independently to meet defined objectives.

• Must be fluent in English, possessing strong verbal and written communication skills.

• Willingness to travel occasionally for customer site visits and training purposes.

🏝️ Benefits

• Variable cash programs (bonus or commission).

• Equity options for eligible roles.

• Paid time off.

• Health, dental, and vision insurance.

• Retirement benefits.

• Flexible spending accounts.

• Product training opportunities.

• Participation in technical workshops.

• Involvement in internal knowledge-sharing activities.