IPG Photonics is seeking a highly motivated and experienced individual to fill a critical role in the factory repair of IPG lasers, leading a team of technicians to fulfill the repairs.

IPG Photonics is a global leader and innovator of fiber laser technology. Our fiber laser technology is a significant enabler for our customers to revolutionize and disrupt a range of industries, including materials processing, high-tech electronics, advanced battery technology, automotive, aerospace, medical, and defense. The IPG Laser Systems group empowers its customers with powerful, reliable, and energy-efficient solutions.

Responsibilities

1. Supervisory leadership:
• Monitor team's performance metrics and identify areas for improvement and implement corrective actions as needed.
• Foster a customer-centric culture within the repair center team, emphasizing responsiveness, accuracy, and high-quality repairs.
2. Repair Center Oversight:
• Manage and oversee the repair center operations, including diagnosing and repairing product issues, managing spare parts inventory, and ensuring timely completion of repairs.
• Collaborate with technical experts and engineers to troubleshoot complex product issues and develop effective repair solutions.
• Implement quality control measures to ensure repaired products meet company standards and customer expectations.
3. Service-related Activities Oversight:
• Provide direct customer communications, updates and support customer escalations.
• Maintain the technical knowledge database and know-how for lasers within the repair center's area of responsibility. Be the go-to person for customers and colleagues for all assigned laser products.
• Coordinate and oversee all service-related activities, including warranty claims processing, product replacements, and service contract management.
• Ensure compliance with service policies, procedures, and documentation to ensure that IPG follows industry regulations and company standards.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify and address recurring product issues and improve product reliability.
• Drive assigned continuous improvement initiatives to enhance service efficiency, reduce costs, and increase customer satisfaction.

Education and Experience

• Associate's degree, technical certificate/degree, or technical equivalent
• 3-5 years laser, photonics or other sophisticated capital equipment field service experience

Required Abilities:

• Proven experience in customer support or technical support management, preferably in a product-based industry.
• Strong organizational skills with the ability to effectively prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Excellent leadership and management abilities, with a focus on fostering teamwork, accountability, and continuous improvement.
• Technical aptitude and understanding of product design, engineering principles, and troubleshooting methodologies.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve operational efficiency and customer satisfaction.
• Commitment to delivering exceptional customer service and a passion for continuously improving the customer experience.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Ability to communicate effectively in person, by telephone, and through virtual communication platforms.
• Must be able to lift up to 15 pounds regularly and up to 25 pounds occasionally.
• Ability to move throughout office, manufacturing, and customer environments.
• Ability to travel domestically, including extended periods of sitting during transportation.

Work Environment

• This is a 100% on-site Position
• The work environment is primarily a service repair depot, setting with occasional exposure to offices, warehouses and production environments. Appropriate personal protective equipment (PPE) may be required when visiting operational facilities.

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