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
