IT Production Support Specialist – Marlborough, MA

IPG Photonics is seeking a highly motivated and experienced individual to join our growing IT team and work in a fast-paced, dynamic, high-tech manufacturing company. You will be the main point of contact for inquiries and requests related to our Production Control Systems, as well as the development of new functionality and processes. 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.

DUTIES

• Provide 1st and 2nd level support and troubleshooting for the manufacturing control and traceability platform
• Evaluate and advise workflow process improvements
• Develop, install, and maintain equipment to complete the production process
• Design and test the production processes
• Works with end-users, troubleshoots issues, and provides ongoing production support, and works with database administrators and programmers
• Directly assist manufacturing and production teams with support and troubleshooting
• Diagnose process failures and determine solutions
• Escalate unresolved issues/questions
• Support product upgrades and projects, including active engagement in the testing of new features and functionality
• Coordinate and assist with end-user training, including development of system documentation and training materials
• Develop ongoing reports needed by the business to improve information and decision-making
• Support SOX audits
• Demonstrate initiative and job knowledge by suggesting ideas, discovering new and better ways of accomplishing goals

• Minimum 3 years of hands-on experience with Manufacturing Control systems and ERP
• Experience working in a manufacturing environment and business system analysis
• Effective communication with production and manufacturing departments to ensure proactive support and administration, including 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 end-users
• Ability to document current functionality and process flows, and suggest areas for future improvement
• Is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answer
• Possess good interpersonal skills
• Strong attention to detail
• Ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution
• Effective troubleshooting and problem-solving skills
• Ability to work independently with minimal direction and oversight

PREFERRED SKILLS:

• Bachelor’s degree in Computer Science or a related discipline
• Ability to solve practical problems
• Experience with ERP
• Experience providing support in a manufacturing environment, including processes, systems, and terminology

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