Field Service Engineer II

Job Description:

• Perform equipment installations, qualifications, maintenance, and repair services both at customer sites and Repligen facilities within the assigned regional territory.
• Provide remote and on-site support to diagnose and resolve a wide range of issues, including mechanical failures, software bugs, and hardware malfunctions. Reinstall or configure software/hardware as needed.
• Enhance the customer experience by understanding their specific needs, offering tailored solutions, and going beyond expectations to build trust and loyalty.
• Work closely with cross-functional teams-including Sales, Applications, Product Management, and fellow Field Service Engineers-to resolve issues efficiently and ensure alignment with customer objectives.
• Maintain thorough and accurate documentation of all service activities. Provide timely post-visit reports and communicate key findings to internal stakeholders.
• Possess in-depth knowledge of supported Repligen hardware and software. Conduct hands-on training for end users, ensuring they are confident in the use and maintenance of their systems.
• Contribute to the improvement of service procedures and documentation. Create and share technical solutions and best practices to enhance team capabilities and customer outcomes.
• Support junior team members by sharing technical knowledge, troubleshooting strategies, and field insights. Serve as a mentor in areas of product expertise and service processes.
• Manage and update customer install base information in Repligen systems, ensuring accuracy in contact, equipment, and service history records.
• Proactively engage customers in conversations to better understand their operational goals and uncover opportunities for additional support or products.
• Identify and communicate opportunities for new business, including service contracts, system upgrades, spare parts, and additional equipment needs.
• Navigate internal resources effectively, knowing when and how to escalate complex issues. Ensure proper routing of customer feedback to relevant departments.
• Participate in the testing and feedback processes for new products, contributing valuable field insights to product development and service readiness.

• Willingness and ability to travel frequently (at least 50% or more), sometimes on short notice, to support customers across the assigned territory.

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 OR
• Master’s degree with 1-2 years of Repligen Field Service experience.
• Qualified to support 2-5 Repligen product lines.

Preferred Skills

• Strong technical aptitude and eagerness to learn.
• Excellent communication and presentation skills.
• Proactive, accountable, and team oriented.
• Basic knowledge of GLP and Windows environments.
• Able to follow and create technical documentation.
• Effective planner, organized, and customer focused.
• Professional in both verbal and written correspondence.
• Builds trust and maintain positive relationships.
• Open to feedback, collaborative, and shares knowledge.
• Identifies improvement opportunities and takes initiative.

Physical Requirements

• Ability to lift up to 50 lbs (23 kg).
• Able to sit for extended periods during travel.

What Repligen Offers

Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated hourly rate for this role, based in the United States of America is $40 - $56. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.