Field Service Engineer II

• The Field Service Engineer 2 is responsible for installing, maintaining, and servicing Repligen products; XCell ™ ATF, TFF, TFDF, Chromatography, filling systems, and CTech Analytical products.
• Services will be executed at customer sites and at a Repligen locations throughout the FSE 2’s region.
• The FSE 2 provides remote and on-site support and works closely with the Sales and Applications teams, product managers, and Repligen Service colleagues to resolve customer issues.
• The FSE 2 maintains accurate documentation of all service activities and escalates issues as needed.
• Problem-solving tasks may include resolving mechanical/software issues; resolving operating system bugs; and reinstalling software or hardware.
• Enhance the customer’s positive experience by recognizing their needs and providing solutions that meet and often surpass those needs.
• Document and distribute technical information regarding resolutions to field problems, hardware and software changes, and product quality improvements
• Review service manual documentation to ensure accuracy and current revision levels
• Deliver all post-visit findings and reports to appropriate internal stakeholders.
• Manages customer install base data, updating Repligen systems with customer, contact and system information on an ongoing basis.
• Focuses communication on solutions and process improvements.
• Shares timely information with their supervisor and/or colleagues regarding progress and results.
• Follow-up with customers and/or colleagues on all Service deliverables, pre and post service events.
• Ability to perform Repligen product installations, qualifications, and instrument user training.
• Has a deep understanding of Repligen hardware and software for products supported, with the ability to explain details to customers when helping them resolve issues.
• Can independently advise customers on routine matters and service.
• Assists with new product testing as needed.
• Mentors others in the field in the scope of technology and process.
• Ability to navigate the organization and know which resources to pull in for different issues.
• Able to ask follow-on questions of Users or Lab Managers to gain a deeper understanding of the customers' needs, requirements, & plans.
• Identifies opportunities to assist customers in additional ways, connecting them with Repligen resources (Applications, Sales, Technical Support, etc.) resulting in customer solutions and Repligen business expansion.
• Strong lead generation for services and products (service contracts, spare parts, new systems, etc.).

Bachelor’s degree in Engineering, Life Sciences, or related field; or equivalent work experience/training.

2–5 years of experience in a scientific or field service role

Originally posted on Himalayas