Field Service Engineer

Overview

The Field Service Engineer (FSE) is responsible for the installation, maintenance, and technical support of Repligen’s industry-leading bioprocessing and analytical systems, including XCell™ ATF, TFF, TFDF, Chromatography Systems, Filling Systems, and CTech Analytical Instruments. This role supports customers across the assigned region, delivering exceptional service both on-site and remotely. The FSE partners closely with internal teams—Sales, Applications, Product Management, and Service to ensure customer satisfaction and operational excellence.

• 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.

• Associate degree in a technical field or equivalent work experience/training
• Ability to perform service on 1–4 Repligen product lines

• Bachelor’s degree in Engineering or Life Sciences
• 1–2 years of experience in a scientific or technical field service role
• Repligen experience not required

• 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

• Ability to lift up to 50 lbs (23 kg)
• Must be comfortable with frequent travel up to 50% and extended periods of sitting during transit