Overview
The Field Service Engineer (FSE) is responsible for installing, maintaining and servicing Repligen products; XCell ™ ATF and Spectrum TFF filtration throughout the US.
The FSE will provide remote and onsite support and work closely with the sales and product managers in troubleshooting customer needs. The FSE shall maintain accurate documentation of all service activities and escalating issues as needed.
Responsibilities
- Provide service support, including repair and preventive maintenance, for equipment and document all service activities. Service will be executed at customer sites and at a Repligen locations in Rancho Dominguez, CA
- Perform installation and training on equipment, software, and other accessories; report back on issues, orders and parts needed
- Perform Site Acceptance Testing (SAT) on Repligen products at customer sites globally
- Schedule and perform preventative maintenance on equipment as required;
- 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
- Communicate effectively both internally and externally, to document actions and item performed, schedule future preventive maintenance needs, and other engineering functions. Communicate routinely with Field Service Manager based in the US and other FSEs globally.
- Provide phone support to customers and service group personnel related to equipment hardware and software performance and service part ordering.
- Document and distribute technical information regarding resolutions to field problems, hardware and software changes, and product quality improvements
- Review service manual documentation to ensure accuracy and current revision levels
- Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance.
Qualifications
- Bachelor's Degree or Technical School (Electronics)
- At least 5 years of experience in the repair, maintenance, and installation of equipment used in a scientific instrument, laboratory or bioprocess settings
- Electronic and mechanical aptitude required
- Maintains professional and technical knowledge
- Strong written and verbal communication skills
- Ability to draft and execute SOPs and work instructions.
- The position requires up to 50% travel in Europe and occasional global 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 range for this role, based in the United States of America is $41-50. 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.