Senior Technical Support Specialist - Industrial Lasers

IPG Photonics Corporation; Oxford (MA); Hybrid; USD 47,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan

Paid vacation time

Tuition reimbursement

Employee stock purchase plan

Employee Assistance Program

Job summary

IPG Photonics Corporation in Marlborough, MA is seeking a Technical Support Specialist (Electrical or Electronics Experience Needed). The role provides advanced technical assistance to customers and internal teams, diagnosing and preventing product issues while maintaining high customer satisfaction.

The position involves mentoring junior staff, collaborating with engineering and QA, and supporting on-call rotations.

Qualifications

• Technical degree with 6+ years of relevant experience
• Equivalent hands-on experience in technical support or field service roles
• Experience with industrial laser systems in cutting, welding, or marking
• CRM/ERP familiarity and structured support workflows

Responsibilities

• Respond to customer inquiries via phone, email, or ticketing system; provide accurate and timely technical resolutions.
• Independently troubleshoot moderate to complex hardware, software, and system-level issues across IPG products.
• Perform remote diagnostics and guide customers through corrective actions or escalation processes.
• Collaborate with engineering, field service, and quality teams to resolve recurring or systemic problems.
• Document case details, root causes, and corrective actions in CRM and knowledge management systems.
• Assist with system remote testing, verification, and validation of fixes or new product releases.
• Support continuous improvement by identifying trends and proposing preventive solutions or training needs.
• Provide mentoring and guidance to Associate Technical Support Specialists.
• Participate in on-call rotations and provide after-hours technical support as needed.
• Ensure customer satisfaction by maintaining professional communication and follow-up throughout the support process.

Skills

Electrical troubleshooting

Mentoring

Cross-functional collaboration

Independent problem solving

Education

Technical degree or equivalent experience

Tools

Oscilloscopes

Multimeters

Fiber testers

Diagnostic equipment

Job description

IPG Photonics Corporation in Marlborough, MA is seeking a Technical Support Specialist (Electrical or Electronics Experience Needed). The role provides advanced technical assistance to customers and internal teams, diagnosing and preventing product issues while maintaining high customer satisfaction.

The position involves mentoring junior staff, collaborating with engineering and QA, and supporting on-call rotations.