Ipg Photonics - Marlborough, MA
posted 20 days ago
Full-time - Mid Level
Marlborough, MA
5,001-10,000 employees
Computer and Electronic Product Manufacturing
About the position
The Technical Support Specialist - Mechanical Technician at IPG Photonics is responsible for providing tailored technical support and solutions to customers, resellers, and subsidiaries. This role involves troubleshooting and optimizing laser system performance, conducting preventive and breakdown maintenance, and training customers on laser processing technology. The ideal candidate will work in a fast-paced environment, focusing on customer satisfaction and effective communication.
Responsibilities
- Provide remote support for IPG Customers, resellers, and subsidiaries.
- Provide preventive and breakdown maintenance to domestic and international customers.
- Troubleshoot and optimize laser system performance.
- Understand mechanical, electronic, and optical assembly of lasers, laser systems, and subsystem components.
- Update engineering about required upgrades based on 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.
- Complete and submit 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.
- Maintain service spares inventory.
Requirements
- Completion of an engineering degree is preferred, but 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
- 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.
Benefits
- Challenging projects
- Motivating and friendly environment
- Competitive benefits
