Service Operation Support Analyst - Marlborough, MA

IPG Photonics
remote work
United States, Massachusetts, Marlborough
377 Simarano Drive (Show on map)
Dec 30, 2024
Back Service Operation Support Analyst #24-256 \| Posted 12/02/2024 Marlborough, Massachusetts, United States Apply Apply for this job now! Apply 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 6,500 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. IPG Photonics is seeking a highly motivated and experienced Service Operations Support Analyst to join our North America Service team and work in a fast-paced, dynamic, high-tech manufacturing environment. You will be the main point of contact for requests related to our CRM and other IT systems, and analysis of the data within. You will also be responsible for the development of new functionality and dashboards to allow the team to status situations quickly. The ideal candidate is a diligent, hardworking individual who can learn new systems and processes rapidly, can work with little supervision, and is capable of delivering outstanding work at all times. JOB FUNCTIONS Duties/Responsibilities: Analyze data to identify trends, issues, and opportunities for improvement. Develop and maintain metrics, reports and dashboards to monitor service performance. Develop ongoing reports needed by the business to improve information and decision-making. Assist in the development and implementation of service processes and best practices. Collaborate with service engineers and other departments to resolve operational issues. Support the planning and coordination of service activities and projects. Directly assist Service teams in designing, developing, and implementing repair and service processes, models, and products. Author and update Standard Operating procedures and other documentation as required. Perform formal problem-solving and real-time troubleshooting efforts for any data issues that arise. Support product upgrades and projects, including active engagement in the testing of new features and functionality. Works closely with the IT development team to continuously improve and deploy new features and functionality for service operations. Coordinate and assist with end-user training including development of system documentation and training materials. Perform other essential duties as assigned. Requirements Education and Experience: Minimum of 3 years of experience with CRM and/or Service Software with ERP for a manufacturing and repair environment. Experience with MS Dynamics NAV 2017 or equivalent ERP preferred. Experience providing support in a service environment for manufactured products, including processes, systems, terminology and business system analysis. Experience with data analysis tools and software (e.g., Excel, SQL, Tableau). Knowledge, Skills, and Abilities: This is an office-based position. Remote work may be approved for specific situations, but emphasis is on face-to-face interactions. Effective communication with production and manufacturing departments to ensure proactive support and administration, including service support for new product rollouts. Builds and maintains positive customer relationships; meets customer needs. Exceptional customer service and communication skills to convey competence and concern to operation users. Possess good interpersonal skills. Strong attention to detail. Effective troubleshooting and problem-solving skills. Ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution. Ability to work independently with minimal direction and oversight and collaborate as part of a team. Preferred Qualifications: Bachelor's Degree in related field preferred Physical Requirements: Essential physical requirements, such as climbing, standing, stooping, or typing Physical effort / lifting up to 50 pounds Minimal travel anticipated, 5% - 10% Location(s) 377 Simarano Drive, Marlborough , Massachusetts 01752 , United States Employment Type Exempt