Repligen Corporation (NASDAQ:RGEN) is a life sciences company focused on the development, production and commercialization of high-value consumable products used in the process of manufacturing biological drugs. Our bioprocessing products are sold to major life sciences and biopharmaceutical companies worldwide.

The Senior Field Service Engineer is responsible for installing, maintaining, and servicing Repligen products; XCell ™ ATF, TFF, TFDF, Chromatography, filling systems, and PATSmart Analytical products on site at customer locations. Providing technical assistance and expertise to the Repligen sales force and customers related to the laboratory instrumentation its sells and supports. Training will be provided by Repligen.
Responsibilities

• The Senior Field Service Engineer is responsible for installing, maintaining, and servicing Repligen products; XCell ™ ATF, TFF, TFDF, Chromatography, filling systems, and PATSmart Analytical products.
• The Senior FSE provides remote and on-site support and works closely with the Sales and Applications teams, Product Managers, and Repligen Service colleagues to resolve customer issues, identifying opportunities to assist customers in additional ways resulting in customer solutions and Repligen business expansion.
• The Senior FSE maintains accurate documentation of all service activities and escalates issues as needed, including technical information regarding resolutions to field problems, delivering post-visit findings and reports to appropriate internal stakeholders.
• 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.
• Review service manual documentation to ensure accuracy and current revision levels
• Manages customer install base data, updating Repligen systems with customer, contact and system information on an ongoing basis.
• Follow-up with customers and/or colleagues on all Service deliverables, pre and post service events, with the ability to explain details to customers when helping them resolve issues.
• Strong lead generation for services and products (service contracts, spare parts, new systems, etc.),
• Understands the customer application and uses that knowledge when engaging the customer.
• Proactively shares key customer knowledge and insights with other entities/functions within Repligen, identifying market opportunities to influence service offerings and incentive strategies.

Qualifications

• Bachelor's Degree in Engineering or Science, or Equivalent Work Experience/Training.
• 7 - 10 years of Field Service job experience.
• Or MS Degree + 3 - 5 Years of Field Service Experience,
• Or PhD + 2 - 4 Years of Field Service Experience,
• The Senior Field Service Engineer has at least 2 of the following Advanced Skills (Level 1)
• Project Leader with successful KPI's, Advanced Hardware/Software/Protocol Testing, or Advanced Customer Training.

Preferred Skills:

• Demonstrates a strong desire to learn and shows intellectual curiosity about the field and Life Sciences industry.
• Strong written and verbal communications skills, and the ability to deliver strong internal & external presentations with clear and compelling messaging, demonstrating professionalism, and proper etiquette.
• Basic understanding of good lab practices (GLP).
• Ability to read, follow, understand, and prepare technical documents and procedures.
• Strong planning skills to prepare all tools, equipment, and travel needed for customer visits.
• Comfortable interacting and engaging with colleagues and customers as a representative of Repligen, building trust in relationships.
• Communicate collaboratively with customers, achieving Trusted Advisor status with them, seeking to understand future challenges and opportunities, and how Repligen can help by linking customer needs across different sites or recognize trends across the industry.
• Identifies opportunities and demonstrates initiative for continued growth and driving process improvements.
• Ability to lift 50 pounds / 23 Kg.
• Ability to travel extensively (50%+).

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 range for this role, based in the United States of America is $62-$81. 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.