Remote Laser Systems Support Specialist

IPG Photonics; Oxford (MA); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan with company match

Employee Stock Purchase Plan (ESPP)

Tuition reimbursement

Job summary

IPG Photonics is seeking a skilled Technical Support Specialist to join our industrial systems product support team at the Oxford, MA location. You will train and support IPG customers, subsidiaries, and partners, while working with state‑of‑the‑art laser technology.

The ideal candidate has hands-on experience with industrial lasers and strong communication skills, capable of troubleshooting, and coordinating with engineering for upgrades and field issues.

Qualifications

• Completion of a 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.

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 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 submission of field service reports and weekly expense reports.
• Communicate support by phone, email, and online mediums to customers.
• Work in Navision (ERP) and CRM systems.
• Flexibility to handle multiple, changing priorities.
• Fill customer orders and ship in a timely manner.

Skills

Verbal and written communication

Interpersonal skills

Organizational skills

Troubleshooting skills

Independent working

Task prioritization

Electrical drawings interpretation

Industrial lasers experience

Customer-focused

Education

Technical degree preferred

Tools

Navision ERP

CRM systems

Diagnostic equipment

Job description

IPG Photonics is seeking a skilled Technical Support Specialist to join our industrial systems product support team at the Oxford, MA location. You will train and support IPG customers, subsidiaries, and partners, while working with state‑of‑the‑art laser technology.

The ideal candidate has hands-on experience with industrial lasers and strong communication skills, capable of troubleshooting, and coordinating with engineering for upgrades and field issues.