Job Description:IPG Photonics is revolutionizing the laser industry as the pioneering developer and leading producer of fiber lasers and amplifiers. Headquartered in Marlborough, MA, IPG has over 4,800 employees in more than 30 locations around the world. We aspire to work together with our employees and customers to apply light in ways that improve life.Our mission is to develop innovative laser solutions to make the world a better place. To accomplish this mission, we are committed to attracting and retaining the best talent and an engaged and thriving workforce that drives a sustainable future for our company and society.Working at IPG Photonics you can expect challenging projects, a motivating and friendly environment, and competitive benefits.IPG Photonics is seeking a highly motivated and experienced individual to fill a critical role in the delivery of professional field service for IPG products and customers.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.ResponsibilitiesPerform installation, commissioning, troubleshooting, repair, and preventative maintenance of IPG laser systemsServe as escalation point for complex technical issues beyond standard service proceduresInterface with engineering, applications, and product support teams to resolve advanced field issuesProvide detailed service documentation and feedback to support continuous product improvementSupport customers during critical downtime situations to minimize production impactRequirements:Education and ExperienceBachelor’s degree in Engineering (Electrical, Mechanical, Photonics, Laser Engineering, or related field) or equivalent combination of education and experience5+ years of field service experience supporting lasers, photonics systems, or other sophisticated capital equipmentDemonstrated experience troubleshooting complex system-level issues independentlyExperience interfacing directly with customers in high-pressure production environmentsSkillsAdvanced problem-solving skills related to electrical, electronic, mechanical, and photonics-based systemsAbility to diagnose system-level failures involving hardware, software, optics, and controlsStrong technical reading, writing, and schematic interpretation skillsAbility to interpret service data, logs, and performance metrics to determine root causeExceptional customer service and communication skills with the ability to explain complex technical issues clearlyStrong command of verbal and written EnglishProficient with Microsoft Office tools; experience with Oracle, Salesforce, or other CRM/ERP systems preferredHighly self-directed individual capable of working independently as well as within a cross-functional teamWillingness to mentor and support Field Service Technicians as neededResponsibilitiesPerform installation, commissioning, troubleshooting, repair, and preventative maintenance of IPG laser systemsServe as escalation point for complex technical issues beyond standard service proceduresInterface with engineering, applications, and product support teams to resolve advanced field issuesProvide detailed service documentation and feedback to support continuous product improvementSupport customers during critical downtime situations to minimize production impactTravelUp to 80% travel may be required depending on customer needsValid driver’s license requiredPhysical RequirementsAbility to lift and carry up to 50 poundsAbility to safely work on ladders and in industrial environmentsAbility to work extended hours and weekends when required for customer supportBenefitsAs an employee, your benefits may include:Paid vacation and sick time12 paid holidays each yearMedical, dental, and vision insurance plans with HSA/FSA optionsPaid basic life and AD&D insuranceShort-term and long-term disability insuranceTax-free expense accounts for health, dental, and dependent care401(k) plan with company matchingEmployee Stock Purchase Plan (ESPP)Tuition reimbursement programEmployee Assistance Program (EAP)Annual discretionary bonus eligibilityAdoption assistancePet insurance
