Senior Field Service Engineer

Repligen Corporation is a life sciences company focused on the development, production and commercialization of high-value consumable products used in the process of manufacturing biological drugs. The Senior Field Service Engineer is responsible for installing, maintaining, and servicing Repligen products while providing technical assistance and expertise to the sales force and customers.

Responsibilities:

• The Senior Field Service Engineer is responsible for installing, maintaining, and servicing Repligen products; XCell ™ ATF, TFF, TFDF, Chromatography, filling systems, and PATSmart Analytical products
• The Senior FSE 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, identifying opportunities to assist customers in additional ways resulting in customer solutions and Repligen business expansion
• The Senior FSE maintains accurate documentation of all service activities and escalates issues as needed, including technical information regarding resolutions to field problems, delivering post-visit findings and reports to appropriate internal stakeholders
• 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
• Review service manual documentation to ensure accuracy and current revision levels
• Manages customer install base data, updating Repligen systems with customer, contact and system information on an ongoing basis
• Follow-up with customers and/or colleagues on all Service deliverables, pre and post service events, with the ability to explain details to customers when helping them resolve issues
• Strong lead generation for services and products (service contracts, spare parts, new systems, etc.)
• Understands the customer application and uses that knowledge when engaging the customer
• Proactively shares key customer knowledge and insights with other entities/functions within Repligen, identifying market opportunities to influence service offerings and incentive strategies

Requirements:

• Bachelor's Degree in Engineering or Science, or Equivalent Work Experience/Training
• 7 - 10 years of Field Service job experience
• Or MS Degree + 3 - 5 Years of Field Service Experience
• Or PhD + 2 – 4 Years of Field Service Experience
• The Senior Field Service Engineer has at least 2 of the following Advanced Skills (Level 1): Project Leader with successful KPI's, Advanced Hardware/Software/Protocol Testing, or Advanced Customer Training
• Demonstrates a strong desire to learn and shows intellectual curiosity about the field and Life Sciences industry
• Strong written and verbal communications skills, and the ability to deliver strong internal & external presentations with clear and compelling messaging, demonstrating professionalism, and proper etiquette
• Basic understanding of good lab practices (GLP)
• Ability to read, follow, understand, and prepare technical documents and procedures
• Strong planning skills to prepare all tools, equipment, and travel needed for customer visits
• Comfortable interacting and engaging with colleagues and customers as a representative of Repligen, building trust in relationships
• Communicate collaboratively with customers, achieving Trusted Advisor status with them, seeking to understand future challenges and opportunities, and how Repligen can help by linking customer needs across different sites or recognize trends across the industry
• Identifies opportunities and demonstrates initiative for continued growth and driving process improvements
• Ability to lift 50 pounds / 23 Kg
• Ability to travel extensively (50%+)