Repair and test lasers in the repair Depot and in the field in a timely manner. Accomplish all aspects of the repair and testing of the laser product. Troubleshooting and optimize laser system performance. Package and arrange shipping of lasers and components to customer locations in a timely manner. Coordinate activates with the Product support group to meet customer needs. Provide repair estimates for customer quote creation. Understanding of mechanical, electronic, and optical assembly of lasers, laser systems, and subsystem components. Update engineering about required upgrades based on the field experience through Engineering Change. Request and direct feedback. Follow and/or develop training material, which can be used for repairs, system operation, and installations. Train and support IPG customers, partners, and IPG support personnel. Participate in application development for customer in coordination with the applications team and sales as necessary. Provide expert support in solving customer problems. Identify new customer requirements and develop specifications to drive new product features. Help to identify the root causes of issues effecting reliability, performance and safety. Responsible for the completion and submission of field service reports and weekly expense reports on timely manner. Effectively communicate with customers and report customer data analytics to IPG management. Travel requirement: 25-30% Communicate and support by phone, email, and online mediums as needed to customers. Flexibility to handle multiple, changing priorities. Support additional responsibilities as needed when determined by management. Work in company ERP and CRM systems.
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