In House Technical Customer Phone Support will be serving as a liaison between our Customers and Field Service Engineers for our LASER Products. Issue RMAs as required and ensure RMA database entries are current. Coordinate scheduling of repair activities at IPG, both warranty and non-warranty. Support mid to high power laser pre- and post-installation activities. Support development of training modules for both in house and Customers. Help manage failure analysis activities, including taking pictures and documenting failure analysis results. Create/revise work instructions, procedures, user manuals, training documents.
Technical AS degree in electrical engineering or related field preferred, or a combination of training/work experience. Laser/electric/electronic background and previous experience in customer service preferred. Understand technical documents and electrical schematics, to utilize them during telephone support. Excellent computer skills, Microsoft Office, Travel approximately 20% including some international travel if needed.