Field Service Engineer 3

JOB SUMMARY
The Field Service Engineer 3 (FSE3) is responsible for installing, maintaining, and servicing Repligen systems; KrossFlo TFF systems: KTF, KTF+, KTFDF, RS10-50, Tulip, KR2i, KMPi, FS-15, FS-500, RPM
Chromatography systems: KRM10-50
XCell ATF systems: C24, C410, XCell Lab, XCell LSC
Proconnex: Proconnex MixOne
KrossFlow TFDF systems: TFDF Lab
Process Analytical Technologies: Solo VPE, Solo VPE+, Flow VPE, Flow VPX, Rebel, Maverick, Maven, ZipChip

He will do this throughout the countries in the Rest of Asia (Singapore, Australia, Southeast Asia and Taiwan), and other countries within Asia Pacific region.

The FSE is to provide remote and onsite support and troubleshoot technical issues by working work closely with the local service, applications and sales team and product managers /customer service, service support located in the APAC, USA and Europe.

Note that this service job includes multiple aspects: (1) on-site field service, (2) tech support, (3) product engineer expertise and training

ESSENTIAL JOB FUNCTIONS

FIELD SERVICE

·       Provide service support, including repair and preventive maintenance, for equipment and document all service activities at customer sites.

·       Work in accordance with company SOP’s and according to Repligen’s quality system.

·       Ability to follow established SOP’s and procedures regarding execution of tasks as well as administrative operations.

·       Complete product and SOP training on a regular basis and in a timely manner.

·       Perform installation and training on equipment, software, and other accessories; report back on issues, orders and parts needed.

·       Perform Site Acceptance Testing (SAT) and IOQ on Repligen products at customer sites within APAC and occasionally globally.

·       Support Factory Acceptance Testing (FAT) performed in the USA or in Europe remotely (or occasionally in person) during the matching time zone of the FAT location.

·       Perform installation, preventative maintenance, IOQ/SAT and repairs on all Repligen equipment as required.

·       Provide support and input for scheduling the on-site service activities.

·       Problem-solving tasks may include resolving mechanical/electrical/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.

·       Communicate effectively both internally and externally, to document actions and item performed, schedule future preventive (maintenance) needs, and other engineering functions.

·       Create leads and discuss business opportunities with the customer.

·       Increase service sales and provide support to colleagues from other departments in order to increase sales.

·       Promote new Repligen products with customers and provide leads to the sales team.

·       Provide phone support to customers and service group personnel related to equipment hardware and software performance and service part ordering.

·       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.

·       Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance.

·       Keep the workplace clean and tidy, both at the customer site and in office.

·       Involve or lead projects and assignments as part of the professional development opportunity.

TECH SUPPORT

·       Provide technical support to colleagues and other departments globally.

·       Provide technical support to clients directly

·       Work cross-functional and keep the sales teams, application teams and service teams involved

·       Take ownership of tech support cases and work towards a timely closure of the cases.

·       Manage TECHSUPPORT mailbox for relevant queries

·       Help establish global SOP’s and guidelines for tech-support queries

·       Assist in global tec-support meetings

·       Establish yourself as a product expert

PRODUCT ENGINEER

·       Establish yourself as a product expert within the selected product range

·       Provide advanced training to customers and internal customers

·       Provide mentorship, support and hands-on training on the selected product range

·       Collect information and data about the selected products to drive product improvement and feedback to the global teams

·       Work closely with the global product engineers and product managers in order to have all the latest information and share knowledge with the APAC team

·       Help the service sales team

 

QUALIFICATIONS

Education, Training & Experience

·       A bachelor’s degree or higher in Electronics or Electro-mechanics or related discipline.

·       At least 8 years’ experience in the repair, maintenance, and installation of equipment used in a scientific instrument, laboratory, or bioprocess setting or in the biotechnology sector, ideally experienced with filtration equipment

·       Strong knowledge of cGMP and GDP

·       Electronic and mechanical aptitude required

·       Experience with CSV (computer system validation)

·       Understanding of GAMP(5) regulations and US FDA 21 CFR Part 11 compliance

·       Ability to understand automation architecture, IO List, electrical schematics, SDS, HDS and FDS documents

·       Experience with Salesforce Lightning is a plus.

·       Software and Automation familiarity required:

o   Siemens S7

o   Siemens Wincc

o   Dreamreports

o   iFix

o   Allen Bradley Micrologix

o   Wonderware / Intouch

o   SQL

o   Historian

o   Emerson DeltaV

o   Windows environment

o   Excel

o   Salesforce

 

Licensure & Certification

·     Driving license

·     International Passport with ability to travel visa-free within APAC and EU/USA.

 

Knowledge, Skill, and Ability

• Excellent interpersonal skills, strong verbal/written communications skills.

• Ability to take the lead when working as a team

• Able to train and mentor colleagues

• Great attention to detail in work and documentation

• Good administrative skills

• Self-starter

• Strong problem solving and analytical skills

• Ability to prioritize and work independently to achieve defined goals

• Ability to work well within a global, cross functional team

• Must be willing and able to work flexible hours to accommodate different work schedules even outside of office hours.

·       Ability to draft and execute SOPs and work instructions.

·       Self-learning ability and resourceful and creativity to resolve complex problems in the field

• Able to travel extensively within countries in Rest of Asia and globally.
  • Able to work in long hours in GMP cleanroom environment.
  • Able to lift and carry weights (including equipment and toolbox) individually of up to 25kg.
•  Final Notes: We strongly encourage interested candidates to review the Repligen website for the products that will be covered by this role.
• Repligen is looking for a senior person to take on this role.The job execution will mostly be within APAC with 50 - occasionally 70% travel to be considered.As many of our central resources are located in USA, flexibility will be required to regularly join calls outside of office hours.