Technical Support Specialist - Electro-Mechanical

IPG Photonics is revolutionizing the laser industry as the pioneering developer and leading producer of fiber lasers and amplifiers. Headquartered in Marlborough, MA, IPG has over 6,500 employees in more than 30 locations around the world. We aspire to work together with our employees and customers to apply light in ways that improve life.

Our mission is to develop innovative laser solutions to make the world a better place. To accomplish this mission, we are committed to attracting and retaining the best talent and an engaged, diverse, and thriving workforce that drives a sustainable future for our company and society.

Working at IPG Photonics you can expect challenging projects, a motivating and friendly environment, and competitive benefits.

We are seeking a highly skilled Technical Support Specialist with a passion for providing tailored solutions for our customers to join our industrial systems product support team. As a Technical Support Specialist in the service group, you will be working with state-of-the-art laser processing technology to train, and support, IPG customers, IPG Subsidiaries, and partners. The ideal candidate is an experienced technician, who enjoys working in a fast-paced environment, customer focused, highly organized, and possesses excellent written and verbal communication skills.

Duties/Responsibilities:

• Provide remote support for IPG Customers, resellers, and subsidiaries.

• Provide preventive and breakdown maintenance to domestic and international customers.

• Troubleshooting and optimizing laser system performance.

• Understanding of mechanical, electronic, and optical assembly of lasers, laser systems, and subsystem components.

• Update engineering about required upgrades based on the field experience through Engineering Change Requests.

• Work with engineering on upgrades and escalated service issues.

• Follow and/or develop training material, which can be used for repairs, system operation, and installations.

• Train and support IPG customers, partners, and IPG support personnel.

• Participate in application development for customers in coordination with the applications team and sales as necessary.

• Provide expert support in solving customer problems.

• Identify new customer requirements and develop specifications to drive new product features.

• Help to identify the root causes of issues affecting reliability, performance, and safety.

• Responsible for the completion and submission of field service reports and weekly expense reports in a timely manner.

• Effectively communicate with customers and report customer data analytics to IPG management.

• Travel requirement: 25%.

• Communicate support by phone, email, and online mediums as needed to customers.

• Work in Navision (ERP) and CRM systems.

• Flexibility to handle multiple, changing priorities.

• Support additional responsibilities as needed when determined by management.

• Fill customer orders and ship in a timely manner.

• Maintain service spares inventory.

Additional Responsibilities:

• Ability to interpret electrical drawings.

• Experience with industrial lasers, accessories, and related diagnostic equipment.

• Excellent electrical/electronic troubleshooting skills with high and low-voltage equipment.

Education:

• Completion of an engineering degree is preferred, but exceptional candidates with significant experience in a similar role will be considered.

Experience:

• Experience with industrial cutting, welding, and marking applications.

Required Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal skills.

• Excellent organizational skills and attention to detail.

• Strong technical, analytical, organizational, problem-solving, and troubleshooting skills.

• Comfortable working independently without supervision with a goal-oriented structure.

• Flexibility to handle multiple, changing priorities.

Physical Requirements:

• Prolonged periods of standing.

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds regularly and occasionally lift 50 pounds.

• Must be able to access and navigate each department at the organization's facilities.

• Prolonged periods of sitting in an airplane seat (on occasion).

This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22C.F.R. §120.15 are required. "US Person" includes US Citizen, lawful permanent resident, refugee, asylee. License exception Technology and software under restriction (TSR) defined in 15 CFR 740.6 may permit person from Country Group B.

https://www.bis.doc.gov/index.php/documents/regulation-docs/452-supplement-no-1-to-part-740-country-groups/file

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