New

Director, North America Field Service & Global Technical Support

IPG Photonics
vision insurance, paid holidays, sick time, tuition reimbursement, 401(k)
United States, Massachusetts, Oxford
50 Old Webster Road (Show on map)
Apr 30, 2026
Back 22h Director, North America Field Service & Global Technical Support #26-280 Apply X Facebook LinkedIn Email Copy Job Description 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. 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 highperformance 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 customerfacing, firstline organization. Instead, it serves as the structured escalation, enablement, and servicereadiness 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 & BuildOut * 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 serviceowned resolution. People Leadership & Talent Development * Hire, develop, and lead Global Technical Support Leads and Technical Support Engineers. * Build strong playercoach 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, firsttime 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, highimpact 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 designforserviceability 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 factorybased and remote technical training. Requirements 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. Location(s) Employment Type Exempt Wage Information $156,200 - 185,900 US Benefits Information Pay Range: The pay range on this posting applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location posted, the applicable range could differ. Actual starting pay is determined by a number of factors including relevant skills, qualifications, and experience. Other Compensation: Employees in this role are eligible for additional rewards which could include: Annual Discretionary Bonus or Sales Bonus as Applicable Benefits Provided: All Regular* US employees receive: Paid vacation time accrued based on years of service Paid sick time 12 (twelve) Paid Holidays Each Calendar Year Prorated for reduced hour schedules Additional Benefits Offered: IPG also offers access to: Medical, dental, and vision insurance plans with options for HSA/FSA Dependent Care FSA Paid Basic Life and AD&D Insurance Short-term and Long-term Disabilityinsurance 401(k) plan with Company matching Employee Stock Purchase Plan (ESPP) Tuition Reimbursement Program Employee Assistance Program (EAP) Adoption Assistance Pet Insurance Parental Bonding Leave Bright Horizons Backup Care Bright Horizons College Coach Benefits eligibility may differ by program for reduced hour schedules Deadline and How to Apply This job posting will remain active until a candidate is identified and/or the Company rescinds the job posting. For full consideration, please click on the link to apply.