Field Service Engineer

Repligen Corporation; Singapore; Sur place; SGD 65 000 - 90 000; Plein temps

Résumé du poste

Repligen Corporation is seeking a Field Service Engineer 2 in Singapore to install, calibrate, and service a range of bioprocessing systems at customer sites and company facilities. You will deliver remote and on-site support, work with cross-functional teams, and ensure accurate documentation of service activities to drive customer satisfaction.

The role requires 2–5 years in a scientific or field service setting, a Bachelor’s degree in Engineering or Life Sciences, and strong problem-solving

Qualifications

• Requires a Bachelor's degree in Engineering, Life Sciences, or related field
• 2–5 years of experience in a scientific or field service role
• Strong problem-solving and communication skills to troubleshoot technical issues

Responsabilités

• Install, maintain, and service Repligen products at customer sites and company locations
• Provide remote and on-site support and coordinate with Sales, Applications, and Service teams
• Document all service activities and report findings to stakeholders
• Troubleshoot mechanical and software issues and reinstall software/hardware as needed
• Travel frequently (50%+) to customer sites and training facilities
• Mentor others in field technology and process improvements

Connaissances

Technical support

Problem solving

Field service experience

Customer service

Remote & on-site support

Formation

Bachelor's degree in Engineering or Life Sciences

Description du poste

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 & Qualifications

• The Field Service Engineer 2 is responsible for installing, maintaining, and servicing Repligen products; XCell ™ ATF, TFF, TFDF, Chromatography, filling systems, and CTech Analytical products.
• Services will be executed at customer sites and at a Repligen locations throughout the FSE 2's region.
• The FSE 2 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.
• The FSE 2 maintains accurate documentation of all service activities and escalates issues as needed.
• 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.
• 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
• Deliver all post-visit findings and reports to appropriate internal stakeholders.
• Manages customer install base data, updating Repligen systems with customer, contact and system information on an ongoing basis.
• Focuses communication on solutions and process improvements.
• Shares timely information with their supervisor and/or colleagues regarding progress and results.
• Follow-up with customers and/or colleagues on all Service deliverables, pre and post service events.
• Ability to perform Repligen product installations, qualifications, and instrument user training.
• Has a deep understanding of Repligen hardware and software for products supported, with the ability to explain details to customers when helping them resolve issues.
• Can independently advise customers on routine matters and service.
• Assists with new product testing as needed.
• Mentors others in the field in the scope of technology and process.
• Ability to navigate the organization and know which resources to pull in for different issues.
• Able to ask follow-on questions of Users or Lab Managers to gain a deeper understanding of the customers' needs, requirements, & plans.
• Identifies opportunities to assist customers in additional ways, connecting them with Repligen resources (Applications, Sales, Technical Support, etc.) resulting in customer solutions and Repligen business expansion.
• Strong lead generation for services and products (service contracts, spare parts, new systems, etc.).
• Ability to travel frequently (50%+).
• 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