Product Support Engineer - Process Analytics at Repligen in Remote, CA

Overview

Repligen is seeking a highly skilled and motivated Product Support Engineer to join our dedicated Service team. As a Product Support Engineer, you will be responsible for providing exceptional technical support and expertise to internal and external customers using our bioprocessing equipment. You will play a critical role in ensuring the success of our customers by addressing their inquiries, troubleshooting equipment issues, and delivering solutions that meet their specific needs.

Responsibilities

Technical Support: Provide timely and effective technical support to customers and Repligen team members via phone, email, or video conferencing, addressing product hardware and software related inquiries, troubleshooting issues, and resolving problems related to Repligen equipment.

Product Knowledge: Develop and maintain a deep understanding of Repligen's product portfolio, including Variable Pathlength Technology systems, Process Analytics, Repligen integrated systems, and other related technologies.

Customer Engagement: Build and maintain strong relationships with customers, serving as a trusted advisor and ensuring their satisfaction by meeting or exceeding their expectations.

Problem Solving: Analyze and diagnose technical issues, develop solutions, and guide customers through the resolution process, demonstrating a strong problem-solving mindset.

Documentation: Manage cases utilizing Salesforce to record all key information and data. Create and update technical documentation, including manuals, troubleshooting guides, product service documentation, and FAQs, to assist customers and field service engineers in using and maintaining Repligen equipment.

Collaboration: Collaborate closely with cross-functional teams, including Sales, Product Management, Engineering, and Quality, to relay customer feedback and contribute to product improvements.

Training: Conduct training sessions and workshops for customers and internal teams to enhance their knowledge and proficiency in operating Repligen equipment.

Coordination: Facilitating the return and replacement of parts, working with Service Scheduling to initiate field service dispatch, and promoting Service Agreements.

Qualifications

A bachelor’s degree and or equivalent related experience in a relevant field (e.g., Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering related).
Previous experience in technical support, applications support, or field service, preferably in the bioprocessing or life sciences industry.
A minimum of 3 years of experience in the biopharmaceutical industry or similar is highly beneficial.
Experience with or knowledge of Variable Pathlength Technology Systems
Knowledge of TFF, ATF, and Chromatography processes is a plus.
Excellent interpersonal skills, strong verbal/written communications skills and attention to detail are required.
Experience with using Salesforce to manage customer support activities.
Experience with creating and updating technical documentation (Protocols, manuals, SOPs, work instructions, etc.)
Familiarity with, or proficiency in, C#, JavaScript, and SQL are highly beneficial.
Familiarity with, or proficiency in, GMP, 21 CFR Part 11, and other related regulations is highly beneficial.
Knowledge of computer system validation (CSV) and data integrity principles (ALCOA+) is a plus.
Strong problem solving and analytical skills.
Ability to work well within a global, cross functional team.
Ability to prioritize and work independently to achieve defined goals.
Must be proficient in English, writing and speaking.
Willingness to travel occasionally for customer site visits and training.

What Repligen Offers

Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated hourly rate range for this role, based in the United States of America is $42-57. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.