Senior Technical Support Specialist (Electrical Experience Needed)

IPG Photonics is seeking an experienced, dedicated and skilled Senior Technical Support Specialist to join our team. The ideal candidate will provide technical assistance and support to our customers, ensuring the optimal performance of our fiber laser products. IPG Photonics is a global leader and innovator of fiber laser technology, enabling our customers to revolutionize and disrupt a range of industries, including materials processing, high-tech electronics, advanced battery technology, automotive, aerospace, medical, and defense.

Responsibilities:

• Provide technical support and troubleshooting for fiber laser products.
• Respond to customer inquiries via phone, email, and occasional on-site visits.
• Diagnose and resolve technical issues in a timely manner.
• Document and track customer issues and resolutions.
• Support effective field service activities by scheduling Field Service Technician appointments and scheduling test equipment and repair parts arrive to support them on the job
• Collaborate with engineering and production teams to address product issues.
• Conduct training sessions for customers on product usage and maintenance.
• Assist in the development of technical documentation and support materials.
• Mentor and train junior members of the team to upgrade their skills.
• Provide input to expanded capabilities for the team as IPG productlines change and grow.
• Initiate improvements to processes and training that will enhance the customer service experience

• 5+ years of experience in technical support or a related role for a fiber laser or photonics company.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Solid electrical skills and experience.
• Customer service mentality.
• Fast-paced, multi-tasker orientation.
• Weekend availability is a must; willing to work weekends, 1 weekend/month likely, on-call rotation, and willing to come into the factory to ship parts, etc.
• Goal-oriented, task-oriented, and able to work well under stress.
• Able to communicate effectively with customers, both verbally and in writing.
• Team player with a strong desire to learn.
• Educational backgrounds in photonics or electronics are preferred.
• Work location is in the factory with occasional travel to the field for repairs or opportunities to work on lasers in the field or in-house.

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