Bioprocess Product Support Specialist - Waltham, United States - Repligen

Repligen Waltham, United States

1 week ago

Full time

Description

Overview

Repligen is seeking a highly skilled and motivated Technical Support Specialist to join our dedicated Service team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support and expertise to our customers using 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 TFF, ATF, and Chromatography systems, Hollow Fiber membranes, filtration devices, process analytics instruments, 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 bioprocessing experience in the biopharmaceutical industry or similar is highly beneficial.
Knowledge of TFF, ATF, and Chromatography processes for different types of bioproducts is highly beneficial.
Excellent interpersonal skills, strong verbal/written communications skills and attention to detail are required.
Experience with creating and updating technical documentation (Protocols, manuals, SOPs, work instructions, etc.)
Familiarity with, or proficiency in, JAVA and C++ are beneficial.
Familiarity with Wonderware, Siemens, Rockwell, and other automation control software beneficial.
Strong understanding of electrical and mechanical principles, including but not limited to circuitry, motors, actuators, and sensors.
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.

PDN-9bed99b4-c9ec-491a-8a7c-a5dd5f0a5c3b

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