About this role
The Field Service Engineer 2 (FSE 2) plays a vital role in delivering high-quality technical support and services for Repligen’s portfolio of bioprocessing products, including XCell™ ATF, TFF, TFDF systems, chromatography equipment, filling systems, and C Technologies analytical instruments. This customer-facing position requires a combination of technical expertise, problem-solving skills, and a commitment to excellence in service delivery. 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.). Ability to travel frequently (50%+). Minimum Education & Experience 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