IPG Photonics

Factory Repair Supervisor

IPG Photonics • $75K — $95K *
Oxford, MA 01540In-Person
Manufacturing & Automotive
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associate's degree or technical equivalent required
  • 3-5 years of field service experience in laser or photonics industry
  • Proven experience in customer or technical support management
  • Strong organizational and project management skills
  • Excellent communication and interpersonal skills
  • Ability to analyze data and implement improvements
  • Proficient in Microsoft Office Suite

Responsibilities

  • Lead and monitor the repair team to improve performance metrics
  • Manage repair center operations, including diagnosing issues and inventory control
  • Collaborate with engineers to troubleshoot complex problems
  • Ensure quality control for repaired products
  • Maintain customer communication and handle escalations
  • Coordinate warranty claims and service contract management
  • Drive continuous improvement initiatives for efficiency and customer satisfaction

Benefits

  • 100% on-site work environment
  • Exposure to varied operational settings including repair depots and production environments
  • Opportunity for engagement in cross-functional collaboration
  • Focus on creating a customer-centric culture within the team
  • Possibility for career growth in a specialized technical field
Full Job Description
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.

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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About IPG Photonics

IPG Photonics is a leading developer and manufacturer of high-performance fiber lasers and amplifiers for diverse applications in numerous markets. IPG Photonics' diverse lines of low, medium and high-power lasers and amplifiers are used in materials processing, communications, entertainment, medical, biotechnology, scientific and advanced applications.
Learn more about IPG Photonics
Size
6,580 employees
Market Cap
$4.4 billion
Industry
Manufacturing & Automotive
Net Income
$159.5 million
Founded
1990
5 Year Trend
+7.7%
Revenue
$1.2 billion
NASDAQ
IPGP
* Ladders Estimates

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