Field Service Engineer II

This is a fully remote position, open to applicants in New York.

📋 Description

• Execute equipment installations, qualifications, maintenance, and repairs at customer locations and Repligen facilities within the designated regional territory.

• Deliver remote and on-site assistance for mechanical failures, software issues, and hardware problems.

• Reinstall or configure software and hardware as required.

• Comprehend customer requirements and provide customized solutions.

• Collaborate with Sales, Applications, Product Management, and Field Service Engineers.

• Document service activities and generate timely post-visit reports.

• Conduct practical training sessions for end users.

• Enhance service procedures and documentation.

• Develop and disseminate technical solutions and best practices.

• Mentor junior team members.

• Maintain customer installation database, including contact details, equipment, and service history records.

• Engage with customers to understand operational objectives and identify additional support or product opportunities.

• Communicate prospects for service contracts, system upgrades, spare parts, and additional equipment.

• Escalate complex issues and direct customer feedback to the appropriate departments.

• Participate in testing and providing feedback for new products.

⛳️ Requirements

• Bachelor’s degree in Engineering, Life Sciences, or a related field; or equivalent work experience/training.

• 2–5 years of experience in a scientific or field service role, or a Master’s degree with 1–2 years of Repligen Field Service experience.

• Qualified to support 2–5 Repligen product lines.

• Strong technical aptitude and a willingness to learn.

• Excellent communication and presentation abilities.

• Basic knowledge of GLP and Windows environments.

• Capability to follow and create technical documentation.

• Effective planning and organizational skills.

• Customer-focused mindset.

• Professional verbal and written communication.

• Ability to establish trust and maintain positive relationships.

• Capacity to lift up to 50 lbs (23 kg).

• Ability to sit for prolonged periods during travel.

• Willingness and ability to travel frequently, at least 50% of the time, sometimes on short notice.

• Eligibility to work in the United States of America.

🏝️ Benefits

• Variable cash programs (bonus or commission).

• Equity options may be available for eligible roles.

• Paid time off.

• Health, dental, and vision insurance.

• Retirement benefits.

• Flexible spending accounts.