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

• 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.
• 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.
• 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.