Supervisor, Field Service

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 Field Service Supervisor is responsible for the day-to-day leadership and execution of regional field service operations. This role ensures safe work practices, effective workforce coordination, exceptional customer support, and achievement of service performance objectives. The successful candidate will coach and develop field personnel, manage escalations, drive employee accountability, and collaborate across functions to deliver outstanding customer outcomes.

What Success Looks Like:

Safety & Integrity

• Promote a zero-compromise safety culture. Address safety concerns immediately and lead by example.
• Ensure compliance with company, customer, and regulatory requirements.

Success: Everyone goes home safely every day.

Customer Success

• Support positive customer experiences through timely issue resolution and clear communication.
• Escalate and coordinate critical customer issues as needed.
• Build strong working relationships with customer stakeholders.

Success: Customers trust IPG to respond quickly and deliver quality service.

Team Leadership

• Coach, mentor, train, and be the next level support for Field Service Team for technical issues such as troubleshooting hardware, software, network and system issues.
• Set clear expectations and reinforce accountability.
• Foster collaboration across Service, Technical Support, Engineering, Quality, Logistics, and Sales.

Success: An engaged, capable, and high-performing service team.

Operational Excellence

• Drive improvements in response time, first-time fix rate, and service quality.
• Ensure accurate service documentation and adherence to procedures.
• Balance Field Service Engineers and Technicians workloads and support resource planning.

Success: Consistent achievement of service performance goals.

Continuous Improvement

• Identify recurring issues and support root cause investigations.
• Implement corrective actions and process improvements.
• Share lessons learned and best practices across the team.

Success: Measurable improvements in service quality, productivity, and customer satisfaction.

Key Responsibilities

• Supervise the daily activities of Field Service Engineers and Technicians.
• Coordinate assignments based on customer needs, technical expertise, location, and workload.
• Ensure safe, compliant, and high-quality execution of installations, maintenance, repairs, upgrades, and troubleshooting activities.
• Monitor service performance and support achievement of operational objectives and KPIs.
• Serve as the first point of escalation for customer and technical issues.
• Conduct field observations, performance coaching, and regular team reviews.
• Ensure timely completion and accuracy of work orders, service reports, and documentation.
• Partner with Engineering, Technical Support, Quality, Sales, and Operations to resolve customer issues.
• Support recruiting, onboarding, training, and development activities.
• Promote continuous improvement and adherence to company policies and procedures.

• Associate degree or equivalent technical experience in Engineering, Electronics, Industrial Technology, or a related field.
• 5+ years of experience supporting industrial lasers, photonics, instrumentation, automation, semiconductor equipment, or other complex capital equipment.
• 1+ years of leadership experience as a team lead, supervisor, lead engineer, or equivalent.
• Strong commitment to safety, integrity, and customer satisfaction.
• Proven ability to coach, train, and develop technical employees.
• Excellent communication, organizational, and problem-solving skills.
• Experience with CRM and service management systems.
• Ability to travel as business needs require.

Preferred

• Bachelor's degree in technical discipline.
• Prior supervisory experience in a service organization.
• Experience with Salesforce or similar service management platforms.
• Lean, Six Sigma, or continuous improvement training.

* Position to be located at Oxford, Massachusetts or Novi, Michigan company sites.  Remote work may be considered.  

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