Associate Director, Field Service

Responsibilities

• Lead and develop a high-performing team of Field Service Engineers (FSEs) across the Asia-Pacific region.
• Drive operational excellence by ensuring timely execution of system installations, preventative maintenance, and repairs.
• Manage customer complaints and collaborate with commercial teams to ensure outstanding customer experiences.
• Achieve service revenue and profitability targets while managing operational execution KPIs.
• Oversee regional capacity modeling and schedule optimization to meet service demands.
• Identify revenue opportunities for services, parts, training, and contracts.
• Champion continuous improvement initiatives and provide feedback to R&D and Product Management to improve products and processes.
• Ensure team compliance with all quality, safety, and regulatory standards.

Requirements

• Bachelor's Degree in an Engineering or Science oriented discipline.
• 5 years of experience in operations or field service leadership with customer-facing responsibilities.
• Proven experience leading teams, managing customer relationships, and orchestrating resources.
• Experience managing a P&L or operational budget.
• Ability to develop and execute multiple priorities to meet business objectives.
• Willingness to travel within the APAC region 20-30%.

Preferred Qualifications

• Strong service business savvy.
• Proven ability to recognize, recruit, develop, and retain top talent.
• Exceptional interpersonal and communication skills.

About the Company

Repligen is a leader in the bioprocessing industry, dedicated to finding creative ways to overcome challenges and helping customers make a difference in the world through advanced bioprocessing solutions.