The Senior Field Service Engineer (FSE) plays a critical role in supporting Repligen's customer base by providing expert installation, maintenance, troubleshooting, and training for a range of Repligen products, including XCell™ ATF, TFF, TFDF, Chromatography, Filling Systems, and CTech Analytical instruments. The Senior FSE operates both remotely and on-site across their assigned region and serves as a key technical resource and customer advocate.
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
The estimated hourly rate range for this role, based in the United States of America is $54-83. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.
