Technical Support Specialist - Minneapolis, MN

Technical Support Specialist - Minneapolis, MN

The Technical Support Specialist serves as a key member of the Product Support organization, providing advanced technical assistance to customers and internal teams. Positioned between the Associate and Senior levels, this role focuses on diagnosing, resolving, and preventing product issues while maintaining a high level of customer satisfaction. The specialist handles complex support cases, mentors junior team members, and collaborates cross-functionally to drive improvements in product reliability and service delivery.

Duties/Responsibilities:

• Respond to customer inquiries via phone, email, or ticketing system; provide accurate and timely technical resolutions.
• Independently troubleshoot moderate to complex hardware, software, and system-level issues across IPG products.
• Perform remote diagnostics and guide customers through corrective actions or escalation processes.
• Collaborate with engineering, field service, and quality teams to resolve recurring or systemic problems.
• Document case details, root causes, and corrective actions in CRM and knowledge management systems.
• Assist with system remote testing, verification, and validation of fixes or new product releases.
• Support continuous improvement by identifying trends and proposing preventive solutions or training needs.
• Provide mentoring and guidance to Associate Technical Support Specialists.
• Participate in on-call rotations and provide after-hours technical support as needed.
• Ensure customer satisfaction by maintaining professional communication and follow-up throughout the support process.

Additional Responsibilities:

• Ability to interpret electrical drawings.
• Experience with industrial lasers, accessories, and related diagnostic equipment.
• Excellent electrical/electronic troubleshooting skills with high and low-voltage equipment.
• Maintain a safe, clean, and neat work environment.

Requirements:

• Education: Bachelor's degree with 2+ years of relevant experience, OR Technical degree is preferred, but exceptional candidates with significant experience in a similar role will be considered.
• Experience: Experience with industrial cutting, welding, and marking applications.
• Required Abilities: Excellent verbal and written communication skills. Excellent interpersonal skills. Excellent organizational skills and attention to detail. Strong technical, analytical, organizational, problem-solving, and troubleshooting skills. Comfortable working independently without supervision with a goal-oriented structure. Flexibility to handle multiple, changing priorities.
• Physical Requirements: Prolonged periods of standing. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds regularly and occasionally lift 50 pounds. Must be able to travel (~15-20%) and remain seated for extended periods during transit. Must be able to access and navigate each department at the organization's facilities. Prolonged periods of sitting in an airplane seat (on occasion).

Location(s) 5110 Main St NE, Minneapolis, Minnesota 55421, United States

Employment Type Non-Exempt Wage Information MN: $28.62 - 37.92 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 Disability insurance 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