This role will be responsible for installing, maintaining, validating, servicing and provide automation/integration support to the following Repligen systems: ATF, TFF, Chromatography and spectrophotometers all over Asia Pacific region, including but not limited to: Singapore, Australia, Japan, India, China, South-Korea, Thailand, Vietnam, and Indonesia. The person will provide remote and onsite support and work closely with the local sales team and product managers / project managers / support teams (customer service, complaints, service support) located in the USA and in to meet and troubleshooting the customer needs. The person shall maintain accurate documentation of all service activities and escalate issues as needed.
RESPONSIBILITIES:
- Provide service support, including repair and preventive maintenance, for equipment and document all service activities. Service will be executed at customer sites.
- 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 globally
- Schedule and perform preventative maintenance on equipment as required. The local manager may oversee and dictate the scheduling.
- 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. Communicate routinely with Field Service Manager based in the Asia and other FSE’s globally.
- Provide technical support to colleagues from other departments in Japan and globally.
- Increase service sales and provide support to colleagues from other departments in order to increase service 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 customer site and in office.
QUALIFICATIONS:
Education, Training & Experience
- Bachelor's or master’s degree in automation engineering-oriented discipline.
- Minimum 3 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
- In depth Siemens automation knowledge
- In depth Allen Bradley automation knowledge
- iFix software knowledge
- Wonderware / Intouch software knowledge
- Experience with CSV
- Understanding of GAMP 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.
