Global Escalations Applications Specialist - Laser
About The Position
This role serves as a trusted expert for complex laser applications and escalations, helping shape safer, more reliable, and more serviceable solutions for customers around the world. The position requires a technically curious problem-solver who enjoys working across functions and turning complex customer issues into scalable improvements. The specialist will be part of a highly collaborative, globally connected team that works across engineering, service, quality, and customer support. This role is ideal for someone who combines technical depth with sound judgment, communicates clearly under pressure, and enjoys translating field challenges into product, process, and customer-experience improvements.
Requirements
- Bachelor’s degree in laser, mechanical, or electrical engineering, or a related scientific field
- 4+ years of experience in applied laser marking, industrial equipment service support, or consumer packaged goods manufacturing
- Experience supporting customer-facing technical issues and escalations
- Ability to interpret data, identify patterns, and make sound decisions
- Experience working cross-functionally in a matrixed environment
- Structured troubleshooting and root-cause thinking
- Technical judgment in high-visibility escalation situations
- Clear communication with technical and non-technical stakeholders
- Cross-functional partnership and influence
- Ownership, urgency, and continuous-improvement mindset
- Valid U.S. passport required
Responsibilities
- Lead investigations into reported safety issues involving laser equipment
- Act as the subject-matter expert for complex global laser coder escalations
- Diagnose and resolve advanced field issues with service, technical support, quality, and engineering teams
- Provide technical guidance to sales, service, and distribution partners
- Support initiatives that improve laser coder reliability, print quality, and consistency
- Help ensure compliance with internal standards, laser safety requirements, and related documentation
- Represent Global Service in cross-functional laser new product development teams
- Support maintenance-of-line and VAVE projects to ensure service requirements are addressed
- Review and support engineering change orders and related project deliverables
- Respond to diagnostics, troubleshooting, and repair inquiries for laser equipment
- Recommend applications, system configurations, and line-integration solutions
- Develop and maintain technical documentation, investigation summaries, field alerts, and escalation reports
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
