Field Service Engineer II

## Field Service Engineer IIApply:
Remote - New York:
Full time:
Posted Yesterday:
R-882

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 XCellTM 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.
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* 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…