The Service Product Engineer (SPE) is a newly created role and is responsible for the design of the company’s service specific processes.
Similar to a Manufacturing Engineer or Quality Engineer, the SPE will own all service-oriented workflows, processes, systems and procedures. The SPE will also be required to lead, and project manage New Product Introductions (NPI) for all service deliverables. This includes ensuring that the service team is prepared and capable of supporting all Repligen products post sales.
This includes installations, performing preventative maintenance and correct repairs. This will be achieved by applying a multidisciplinary and collaborative approach with multiple departments and stakeholders.
- Enable outstanding customer experience,
- Enable effective operational execution,
- Enable accelerated growth,
- Evaluate quality control processes and make recommendations for improvements in quality control.
- Developing workflows, processes and procedures.
- Definition and production of all required documentation inc. document management and version control.
- Analyze processes, schedules, methods and other data and then provide management with reports containing the data and statistics to enable management to better understand future requirements needed for the service processes.
- Ensure that the company's service processes are in compliance with all government laws and regulations.
- Thorough understanding and compliance with Quality systems. (Compliance to ISO / GMP / CE / Repligen Quality manual)
- New product introductions. (Making sure we are managing the introduction of new products from a service standpoint)
- Analyze and plan workflow, equipment placement and requirements to improve efficiency.
- New system introduction projects (like Salesforce upgrades etc.)
- Service continuous improvement initiatives.
- Service equipment specification and deployment (i.e., if we roll out new test equipment or technology)
- Service software and software version control. (For service specific software, like testing software etc.)
- Health and Safety policy, procedures and compliance for service.
- Service internal training. (Training development plans, production of FSE training materials and training materials management)
- The development of workflows and the creation of best practice processes.
- Liaise with R&D for New Product Introductions (NPI) in order to ensure that the service organization is fully prepared and ready to support the new product at launch.
- To apply project management methodology and lead service projects to completion.
Workflows and process ownership for:
- Product installations.
- Preventative Maintenance.
- Corrective repairs.
- Tools and test equipment.
- PO to Invoice processes
- Spare Parts management and deployment.
- Service history tracking, reporting and analysis
- KPIs and Continuous improvement
- Workflow definitions
- Tools and test equipment
- Standard operating procedures
- Work instructions
- Training plans, schedules, courses and materials