Field Service Engineer II

The Field Service Engineer 2 (FSE 2) plays a vital role in delivering high-quality technical support and services for Repligen's portfolio of bioprocessing products, including XCell™ ATF, TFF, TFDF systems, chromatography equipment, filling systems, and C Technologies analytical instruments. This customer-facing position requires a combination of technical expertise, problem-solving skills, and a commitment to excellence in service delivery.

Responsibilities

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; 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; Contribute to the improvement of service procedures and documentation; Create and share technical solutions and best practices; 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; Proactively engage customers to understand 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 and escalate complex issues; Ensure proper routing of customer feedback to relevant departments; Participate in testing and feedback processes for new products

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 OR Master's degree with 1–2 years of Repligen Field Service experience; Qualified to support 2–5 Repligen product lines; Willingness and ability to travel frequently (at least 50% or more), sometimes on short notice; Ability to lift up to 50 lbs (23 kg); Able to sit for extended periods during travel

Nice to have

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

Benefits

Paid time off; Health, dental, and vision coverage; Retirement benefits; Flexible spending accounts; Eligibility for variable cash programs (bonus or commission); Eligibility for equity in eligible roles