Technical Support Specialist (Electrical or Electronics Experience Needed)

IPG Photonics•Oxford, MA

13d

About The Position

IPG Photonics is seeking a customer-focused Technical Support Specialist to join its industrial systems product support team. This service-group role supports IPG customers, subsidiaries, and partners working with laser processing technology. The position provides remote and on-site support, maintenance, troubleshooting, training, and assistance with customer applications and service issues. The role also involves coordinating with engineering and applications teams, documenting field activity, managing service inventory and orders, and communicating customer needs and support information to IPG management. This is not an IT position. The role requires 10–15% travel to customer sites for field service support and three weeks of training in Germany. A U.S. passport is required. The stated physical requirements include prolonged periods of sitting at a desk and working on a computer.

Requirements

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.
Ability to work independently without supervision in a goal-oriented structure.
Flexibility to handle multiple, changing priorities.
Ability to travel 10–15% to customer sites for field service support.
U.S. passport required for three weeks of training in Germany.
Electrical or electronics experience, as indicated in the job title.
Ability to interpret electrical drawings.
Excellent electrical and electronic troubleshooting skills with high- and low-voltage equipment.
Prolonged periods of sitting at a desk and working on a computer.

Nice To Haves

Completion of a technical degree is preferred; exceptional candidates with significant experience in a similar role will be considered.
Experience with industrial lasers, accessories, and related diagnostic equipment.

Responsibilities

Provide remote support for IPG customers, resellers, and subsidiaries.
Perform preventive and breakdown maintenance for domestic and international customers.
Troubleshoot and optimize laser system performance.
Understand the mechanical, electronic, and optical assembly of lasers, laser systems, and subsystem components.
Communicate field-based upgrade needs to engineering through Engineering Change Requests.
Work with engineering on upgrades and escalated service issues.
Follow or develop training materials for repairs, system operation, and installations.
Train and support IPG customers, partners, and IPG support personnel.
Participate in customer application development in coordination with the applications team and sales as needed.
Provide expert support to solve customer problems.
Identify new customer requirements and develop specifications to drive new product features.
Help identify root causes of issues affecting reliability, performance, and safety.
Complete and submit field service reports and weekly expense reports in a timely manner.
Communicate effectively with customers and report customer data analytics to IPG management.
Provide customer support by phone, email, and online channels as needed.
Work in Navision (ERP) and CRM systems.
Handle multiple and changing priorities.
Take on additional responsibilities as determined by management.
Fill customer orders and ship them in a timely manner.
Maintain service spares inventory.
Interpret electrical drawings.
Use experience with industrial lasers, accessories, and related diagnostic equipment.
Travel to customer sites for field service support as required.