Senior Field Service Engineer

Essential Duties & Responsibilities:

• Install, maintain, and repair Repligen products at customer sites and Repligen locations.
• Troubleshoot and resolve mechanical, software, and system-level issues.
• Provide comprehensive training to customers on system operation and maintenance.
• Deliver advanced troubleshooting across Repligen product lines.
• Ensure a positive customer experience through clear communication and proactive support.
• Advise customers on product usage, maintenance, and optimization.
• Collaborate with Sales, Applications, and Technical Support teams to address customer needs.
• Participate in Customer Business Reviews and commercial meetings
• Maintain accurate service records and update internal systems with customer and system data.
• Document and distribute technical resolutions and process improvements.
• Provide detailed post-service visit reports to internal stakeholders.

• Mentor junior Field Service Engineers and conduct internal product training sessions.
• Assist in the development and delivery of training materials and programs.
• Train customers on system operation, incorporating knowledge of manufacturing workflows.

• Support testing and feedback for new product introductions.

• Identify opportunities for service and product enhancements.
• Contribute to continuous improvement initiatives and lead cross-functional projects.

• Act as a Subject Matter Expert (SME) across multiple product lines.
• Lead internal projects and improvement teams.
• Identify market trends and assist in shaping service strategies and offerings.

Minimum Qualifications

• Bachelor’s degree in Engineering or Science, or equivalent work experience/training.
• 7–10 years of field service experience, or:

• • MS degree + 3–5 years Repligen Field Service experience
  • 5–7 years Repligen Field Service experience

• Qualified to perform service on 6+ Repligen product lines.
• Demonstrated expertise in at least two of the following:

• • Leading projects with measurable KPIs
  • Advanced hardware/software/protocol testing
  • Delivering advanced customer training

Preferred Skills

• Strong desire to learn; intellectually curious and self-motivated.
• Excellent verbal and written communication; able to present clearly to internal and external stakeholders.
• Collaborative, team-oriented mindset with a proactive approach to feedback and problem-solving.
• Positive attitude and professionalism in high-pressure or customer-facing situations.
• Demonstrates ownership, accountability, and consistent follow-through.
• Familiarity with Good Lab Practices (GLP) and Windows-based software environments.
• Strong planning and organizational skills for managing tools, travel, and customer needs.
• Builds trust with customers and peers; acts as a reliable, solution-oriented representative of Repligen.
• Actively seeks professional development and mentors others.
• Able to identify industry trends and link customer needs across multiple sites.
• Demonstrates leadership by driving process improvements, leading teams/projects, and sharing knowledge.

Physical Requirements

• Ability to lift up to 50 pounds (23 kg).
• Ability to remain seated for extended periods during travel.
• Must be able to travel 50% of the time