Technical Support Specialist (Electrical Experience Needed)

IPG Photonics•Oxford, MA

24d•Onsite

About The Position

IPG Photonics is 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. This is not an IT position.

Requirements

Completion of an technical degree is preferred, but exceptional candidates with significant experience in a similar role will be considered.
Experience with industrial cutting, welding, and marking applications.
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.

Nice To Haves

Electrical Experience Needed

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.
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.
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.