Technical Support Specialist - Electro-Mechanical Troubleshooting - Marlborough, MA

***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.

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.

Education:

• Bachelor's degree with 2+ years of relevant experience, OR

• Technical degree is preferred, but exceptional candidates with significant experience in a similar role will be considered.

Experience:

• Experience with industrial cutting, welding, and marking applications.

Required Abilities:

• 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.

Physical Requirements:

• Prolonged periods of standing.

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds regularly and occasionally lift 50 pounds.

• Must be able to travel (~15-20%) and remain seated for extended periods during transit.

• Must be able to access and navigate each department at the organization's facilities.

• Prolonged periods of sitting in an airplane seat (on occasion).

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