Factory Repair Supervisor

IPG Photonics•Oxford, MA

3d•Onsite

About The Position

IPG Photonics is seeking a highly motivated and experienced individual to fill a critical role in the factory repair of IPG lasers, leading a team of technicians to fulfill the repairs. IPG Photonics is a global leader and innovator of fiber laser technology. Our fiber laser technology is a significant enabler for our customers to revolutionize and disrupt a range of industries, including materials processing, high-tech electronics, advanced battery technology, automotive, aerospace, medical, and defense. The IPG Laser Systems group empowers its customers with powerful, reliable, and energy-efficient solutions.

Requirements

Associate's degree, technical certificate/degree, or technical equivalent
3-5 years laser, photonics or other sophisticated capital equipment field service experience
Proven experience in customer support or technical support management, preferably in a product-based industry.
Strong organizational skills with the ability to effectively prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
Excellent leadership and management abilities, with a focus on fostering teamwork, accountability, and continuous improvement.
Technical aptitude and understanding of product design, engineering principles, and troubleshooting methodologies.
Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve operational efficiency and customer satisfaction.
Commitment to delivering exceptional customer service and a passion for continuously improving the customer experience.
Excellent interpersonal, negotiation, and conflict resolution skills.
Ability to prioritize tasks and to delegate them when appropriate.
Proficient with Microsoft Office Suite or related software.

Responsibilities

Monitor team’s performance metrics and identify areas for improvement and implement corrective actions as needed.
Foster a customer-centric culture within the repair center team, emphasizing responsiveness, accuracy, and high-quality repairs.
Manage and oversee the repair center operations, including diagnosing and repairing product issues, managing spare parts inventory, and ensuring timely completion of repairs.
Collaborate with technical experts and engineers to troubleshoot complex product issues and develop effective repair solutions.
Implement quality control measures to ensure repaired products meet company standards and customer expectations.
Provide direct customer communications, updates and support customer escalations.
Maintain the technical knowledge database and know-how for lasers within the repair center’s area of responsibility. Be the go-to person for customers and colleagues for all assigned laser products.
Coordinate and oversee all service-related activities, including warranty claims processing, product replacements, and service contract management.
Ensure compliance with service policies, procedures, and documentation to ensure that IPG follows industry regulations and company standards.
Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify and address recurring product issues and improve product reliability.
Drive assigned continuous improvement initiatives to enhance service efficiency, reduce costs, and increase customer satisfaction.