Overview
The
Field Service Supervisor – China
will manage and develop a small local team of Field Service Engineers while remaining hands-on in providing installation, maintenance, and technical support for Repligen systems. The role will also take the lead in service scheduling, customer communication, and service business development—ensuring that Chinese customers receive world-class support aligned with Repligen's global standards.
Responsibilities
Key Responsibilities
- Perform installation, preventive maintenance, repair, and qualification (IQ/OQ/SAT) of Repligen systems at customer sites.
- Act as China's service scheduler, coordinating all service visits, ensuring accurate Salesforce updates, and maintaining clear communication with customers.
- Lead and mentor two Field Service Engineers, fostering technical growth, teamwork, and adherence to service standards.
- Promote Repligen's service offerings — including preventive maintenance programs and service contracts — to drive customer satisfaction and business growth.
- Ensure full compliance with Repligen's SOPs, documentation standards, and quality system requirements.
- Serve as the first line of contact for local customers and internal stakeholders, ensuring fast and effective issue resolution.
- Drive process and operational excellence to improve productivity and reduce costs.
- Collaborate closely with the APAC and global service teams to align on tools, processes, and customer support strategy.
Qualifications
Qualifications
- Bachelor's degree in Engineering, Electronics, Automation, or a related technical field.
- Minimum of 6–8 years of hands-on field service experience, ideally in the bioprocess, analytical, or life sciences equipment industry.
- Prior experience leading or coordinating a small technical team is strongly preferred.
- Proven ability to communicate effectively with customers and manage multiple priorities.
- Working knowledge of Salesforce or other CRM/service management platforms.
- Strong organizational and documentation skills with a focus on operational excellence.
Additional Requirements
- Fluent in Mandarin and English, both written and spoken.
- Willingness to travel domestically (up to 40%) and occasionally within APAC.
- Valid driver's license and passport.