Field Service Engineer II
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Job Description
Field Service Engineer installing, maintaining, and servicing Repligen bioprocessing systems. Providing remote and on-site customer support across South Korea while resolving hardware and software issues.
Responsibilities:
- Install, maintain, and service Repligen bioprocessing products, including XCell™ ATF, TFF, TFDF systems, chromatography equipment, filling systems, and C Technologies analytical instruments
- Execute services at customer sites and Repligen locations throughout the FSE 2’s region
- Provide remote and on-site technical support
- Collaborate with Sales, Applications, product managers, and Repligen Service colleagues to resolve customer issues
- Maintain accurate documentation of service activities and escalate issues as needed
- Resolve mechanical, software, and operating system issues; reinstall software or hardware when necessary
- Recognize customer needs and provide solutions that meet or exceed expectations
- Document and distribute technical information about field-problem resolutions, hardware and software changes, and product quality improvements
- Review service manuals for accuracy and current revision levels
- Deliver post-visit findings and reports to internal stakeholders
- Maintain customer install-base data, including customer, contact, and system information
- Communicate solutions, process improvements, progress, and results to supervisors and colleagues
- Follow up with customers and colleagues on service deliverables and service events
- Advise customers on routine service matters
- Assist with new product testing as needed
- Mentor others in technology and process
- Navigate the organization and engage appropriate resources for issue resolution
- Identify opportunities to connect customers with Repligen Applications, Sales, and Technical Support resources
- Generate leads for services and products, including service contracts, spare parts, and new systems
Requirements:
- 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
- Deep understanding of Repligen hardware and software for supported products
- Ability to resolve mechanical and software issues
- Ability to resolve operating system bugs and reinstall software or hardware
- Ability to perform product installations, qualifications, and instrument user training
- Ability to travel frequently (50%+)
- Ability to work at customer sites and Repligen locations throughout the assigned region
- Ability to ask follow-on questions to understand customer needs, requirements, and plans
Benefits:
- Ability to work remotely and provide on-site support
- Frequent travel opportunities (50%+ travel as part of the role)
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