Field Service Engineer
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Job Description
Field Service Engineer responsible for installation and support of Repligen bioprocessing systems. Collaborates with internal teams to ensure customer satisfaction and operational excellence.
Responsibilities:
- Perform installation, qualification, maintenance, and repair of Repligen systems at customer facilities and Repligen locations.
- Provide remote and in-person technical support, addressing mechanical, software, and system-level issues including hardware/software reinstallation and OS troubleshooting.
- Serve as a trusted technical resource, helping customers understand and operate their systems effectively.
- Maintain accurate service documentation, including work performed, system updates, and escalation notes.
- Ensure all post-service reports are completed and communicated to internal stakeholders in a timely manner.
- Identify and address customer needs, delivering solutions that enhance satisfaction and support long-term engagement.
- Share technical insights and service solutions across the organization to drive product and service improvements.
- Review and validate service documentation to maintain accuracy and alignment with current product revisions.
- Manage customer install base data, ensuring all records are accurate and up to date in internal systems.
- Communicate clearly and proactively with colleagues and supervisors regarding service status, challenges, and opportunities.
- Perform on-site training for end users, ensuring they are confident in system operation and maintenance.
- Consistently follow through on service deliverables, ensuring both pre- and post-service engagement is well-coordinated and professionally executed.
Requirements:
- Associate degree in a technical field or equivalent work experience/training
- Ability to perform service on 1–4 Repligen product lines
- Strong desire to learn and grow; intellectually curious and self-motivated
- Excellent written and verbal communication skills
- Positive, solutions-focused mindset, even under pressure
- Team-oriented with strong interpersonal skills
- Demonstrates accountability, attention to detail, and follow-through
- Basic knowledge of GLP and Windows-based computing environments
- Capable of understanding and creating technical documents and procedures
- Strong planning and organizational skills for effective field service execution
- Professional in all customer and colleague interactions
- Builds trust and collaborates effectively across teams and customer sites
- Open to feedback; coachable and eager to help others
- Approaches work with integrity, professionalism, and a customer-first attitude
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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