Factory Repair Supervisor

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. 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. **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…