Field Service Engineer – West Coast

Overview

The Senior Field Service Engineer (FSE) is responsible for installing, maintaining and servicing Repligen systems; ATF, TFF and Chromatography systems primarily on the West Coast, but occasionally throughout the US.

The FSE will provide remote and onsite support and work closely with the sales and product managers in troubleshooting customer needs. The FSE shall maintain accurate documentation of all service activities and escalating issues as needed.

Responsibilities

• Provide service support, including repair and preventive maintenance, for equipment and document all service activities.  Service will be executed at customer sites.
• Perform installation and training on equipment, software, and other accessories; report back on issues, orders and parts needed
• Perform Site Acceptance Testing (SAT) on Repligen products at customer sites globally
• Schedule and perform preventative maintenance on equipment as required;
• 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
• Communicate effectively both internally and externally, to document actions and item performed, schedule future preventive maintenance needs, and other engineering functions.  Communicate routinely with Field Service Manager based in the US and other FSEs globally.
• Provide phone support to customers and service group personnel related to equipment hardware and software performance and service part ordering.
• 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

• Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance

Qualifications

• Bachelor's Degree or Technical School (Electronics)
• At least 5 years of experience in the repair, maintenance, and installation of equipment used in a scientific instrument, laboratory or bioprocess settings
• Electronic and mechanical aptitude required
• Maintains professional and technical knowledge
• Strong written and verbal communication skills
• Ability to draft and execute SOPs and work instructions.
• Preferred candidate based in San Francisco or Southern California areas
• The position requires up to 60% travel in US