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 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.
Position Summary
The Director, North America Field Service & Global Technical Support is a senior leadership role responsible for two tightly coupled missions: (1) leading a high‑performance North America Field Service organization and (2) building and scaling IPG’s Global Technical Support function as the technical escalation backbone for all regions.
Global Technical Support is not a customer‑facing, first‑line organization. Instead, it serves as the structured escalation, enablement, and service‑readiness engine supporting Remote Support and Field Service teams worldwide. This role is accountable for establishing technical support teams at IPG’s R&D, Product Line Management (PLM), and Manufacturing sites to ensure deep product expertise, strong engineering partnerships, and rapid issue resolution.
Key Responsibilities
Global Technical Support Strategy & Build‑Out
• Design and scale the Global Technical Support organization as the L3/L4 escalation layer for all regions.
• Establish technical support teams at IPG R&D, PLM, and Manufacturing locations to maximize product knowledge and engineering proximity.
• Define clear engagement models between Remote Support, Field Service, Global Technical Support, and R&D.
• Ensure Global Technical Support reduces unnecessary R&D escalations through disciplined problem definition and service‑owned resolution.
People Leadership & Talent Development
• Hire, develop, and lead Global Technical Support Leads and Technical Support Engineers.
• Build strong player‑coach leaders capable of handling complex escalations while developing team capability.
• Define competency models, onboarding, and technical progression for global technical support roles.
North America Field Service Leadership
• Lead the North America Field Service organization, including regional service leaders and field engineers.
• Drive operational excellence across response time, first‑time fix rate, MTTR, safety, and customer satisfaction.
• Ensure seamless integration between Technical Support, Remote Support, and Field Service execution.
Escalation & Reliability Ownership
• Act as the executive owner for complex, high‑impact service escalations in North America and globally as required.
• Use service data to identify systemic product issues, reliability risks, and serviceability gaps.
• Partner with Engineering, Manufacturing, Quality, and PLMs to drive root cause, corrective actions, and design‑for‑serviceability improvements.
NPI & Lifecycle Readiness
• Ensure Global Technical Support ownership of service readiness for new products prior to release.
• Enforce readiness deliverables including documentation, training, diagnostics, and repair strategies.
• Enable global regions through factory‑based and remote technical training.
Qualifications & Experience
• Bachelor’s degree in Engineering (Electrical, Mechanical, Optical, Systems, or related discipline).
• 12+ years of experience in field service, technical support, or engineering roles supporting complex capital equipment.
• Proven experience building or transforming technical support and/or field service organizations.
• Strong ability to operate at the interface of Service, R&D, Manufacturing, and Product Management.
• Demonstrated leadership in escalation management, service readiness, and reliability improvement.
