Field Service Engineer II

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Install, maintain, and service Repligen bioprocessing products, which include XCell™ ATF, TFF, TFDF systems, chromatography equipment, filling systems, and C Technologies analytical instruments.

• Perform services at customer locations and Repligen facilities within the FSE 2’s region.

• Offer remote and on-site technical assistance.

• Work collaboratively with Sales, Applications, product managers, and Repligen Service team members to address customer concerns.

• Keep precise records of service activities and escalate issues when necessary.

• Troubleshoot mechanical, software, and operating system problems; reinstall software or hardware as required.

• Identify customer needs and deliver solutions that meet or exceed their expectations.

• Record and disseminate technical information regarding field-problem resolutions, hardware and software updates, and product quality enhancements.

• Review service manuals to ensure accuracy and current revision status.

• Provide post-visit insights and reports to internal stakeholders.

• Maintain customer install-base data, encompassing customer, contact, and system details.

• Communicate solutions, process enhancements, progress, and outcomes to supervisors and colleagues.

• Follow up with customers and team members on service deliverables and events.

• Advise customers on routine service inquiries.

• Assist with testing of new products as required.

• Mentor others in technology and processes.

• Navigate the organization effectively and engage appropriate resources for issue resolution.

• Identify opportunities to connect customers with Repligen Applications, Sales, and Technical Support resources.

• Generate leads for services and products, including service contracts, spare parts, and new systems.

⛳️ 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 capacity.

• Comprehensive understanding of Repligen hardware and software for supported products.

• Capability to troubleshoot mechanical and software issues.

• Ability to resolve operating system bugs and reinstall software or hardware.

• Proficiency in conducting product installations, qualifications, and instrument user training.

• Willingness to travel frequently (50%+).

• Flexibility to work at customer locations and Repligen facilities throughout the designated region.

• Skill in asking follow-up questions to fully grasp customer needs, requirements, and plans.

🏝️ Benefits

• Opportunity to work remotely while providing on-site support.

• Frequent travel opportunities (50%+ travel as part of the role).