Job Description

***THIS IS NOT AN IT POSITION***

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, diverse, 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.

JOB SUMMARY

The Technical Support Specialist serves as a key member of the Product Support organization, providing advanced technical assistance to customers and internal teams. Positioned between the Associate and Senior levels, this role focuses on diagnosing, resolving, and preventing product issues while maintaining a high level of customer satisfaction. The specialist handles complex support cases, mentors junior team members, and collaborates cross-functionally to drive improvements in product reliability and service delivery.

JOB FUNCTIONS

Duties/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.

Additional Responsibilities:

• 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.
• Maintain a safe, clean, and neat work environment.

Qualifications

• Technical degree with 6+ years of relevant experience, OR
• Equivalent hands-on experience in technical support or field service roles

Experience:

• Strong background in technical support, preferably with industrial laser systems in cutting, welding, or marking.
• Proven track record of working on complex, high-impact technical and operational issues.
• Familiarity with CRM/ERP systems and structured support workflows

Technical & Leadership Abilities:

• Proficient in troubleshooting complex issues involving optics, electronics, and mechanical systems
• Applies technical judgment and analytical skills to solve moderately complex problems
• Able to work independently on system-level issues with minimal oversight
• Provides mentorship and shares technical best practices with junior colleagues
• Collaborates effectively with cross-functional teams including Engineering, Production, and QA
• Contributes to the evolution of technical documentation and knowledge base content
• Comfortable using oscilloscopes, multimeters, fiber testers, and other diagnostic tools

Physical Requirements:

• Prolonged periods of standing, sitting, and working on a computer.
• Must be able to lift 15 pounds regularly and up to 50 pounds occasionally.
• Must be able to travel (~15-20%) and remain seated for extended periods during transit.
• Ability to move throughout the organization’s facilities and interact with teams in a variety of environments.

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Wage Information

MA: $22.54 - 29.87/hour

US Benefits Information

Pay Range:

The pay range on this posting applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location posted, the applicable range could differ. Actual starting pay is determined by a number of factors including relevant skills, qualifications, and experience.

Other Compensation: Employees in this role are eligible for additional rewards which could include:

• Annual Discretionary Bonus or Sales Bonus as Applicable

Benefits Provided: All Regular* US employees receive:

• Paid vacation time accrued based on years of service
• Paid sick time
• 12 (twelve) Paid Holidays Each Calendar Year