Field Service Support Specialist

JOB SUMMARY:

The purpose of the Field Service Support Specialist is to provide technical, operational, and administrative support to IEM’s Field Service team. This role is responsible for supporting field operations through emergency phone support, automation and networking assistance, troubleshooting coordination, technical documentation, reporting, and inventory tracking. The position serves as a key link between Field Service, manufacturing plants, engineering, production, procurement, and other internal teams to help resolve technical and operational issues and support the successful execution of field service activities. This role also assists with scheduling, project coordination, reporting, training materials, and other support activities that contribute to the overall efficiency of the Field Service organization.

SUPERVISORY RESPONSIBILITIES:

• This position has no direct supervisory responsibilities.

ESSENTIAL FUNCTIONS:

• Serve as the first point of contact for 24/7 emergency phone support.

• Provide automation and networking support, guidance, and training to Field Service Engineers and Technicians.

• Support Field Service Technicians with commissioning, troubleshooting, and issue resolution activities.

• Act as a liaison between Field Service and manufacturing plants to help address technical issues.

• Investigate critical problems in depth and collaborate with subject matter experts as needed to support resolution.

• Assist with the development and maintenance of technical documentation, including Methods of Procedure, Sequences of Operation, and training materials.

• Support the Field Service management team with data collection, reporting, and analysis.

• Partner with production, service, and engineering teams to identify and help resolve product or service deficiencies.

• Coordinate with IEM factory personnel to support efficient execution of Field Service operations.

• Assist in monitoring project progress, identifying potential risks or issues, and recommending corrective actions when needed.

• Gather and track data related to Field Service activities, performance metrics, and customer feedback.

• Coordinate with the procurement team to support timely replenishment of Field Service supplies and materials.

• Maintain accurate inventory records, including transaction tracking, documentation, and periodic system audits.

• Track the shipping and receiving of Field Service parts and test equipment delivered to the JAX1 facility.

• Assist in the development and maintenance of an asset tracking system for Field Service tools and equipment.

• Perform other duties as assigned by management.

COMPETENCIES: 

• Technical Troubleshooting: Applies strong technical knowledge to support troubleshooting and resolution of issues related to switchgear, PLC controls, generator controls, networking equipment, and field service operations.

• Problem Solving: Identifies issues, evaluates root causes, and works through practical solutions in a timely and effective manner.

• Communication: Communicates clearly and professionally with Field Service leadership, technicians, plant personnel, and cross-functional teams, both verbally and in writing.

• Customer Focus: Demonstrates professionalism, responsiveness, and a strong service mindset when supporting internal and external customers.

• Collaboration: Works effectively with Field Service, Engineering, Production, Service, Procurement, and other internal teams to support issue resolution and operational goals.

• Prioritization & Time Management: Manages multiple assignments, shifting priorities, and urgent support needs while maintaining quality and responsiveness.

• Attention to Detail: Ensures accuracy and completeness in technical documentation, reports, inventory records, and operational tracking.

• Documentation & Reporting: Organizes, maintains, and supports the development of technical documents, procedures, reports, and training materials.

• Operational Coordination: Supports the planning, scheduling, and coordination of field service activities to help ensure efficient execution and follow-through.

• Data & Reporting Acumen: Gathers, tracks, and reviews field service data, performance metrics, and related information to support reporting and decision-making.

• Adaptability: Adjusts effectively to changing business demands, technical challenges, and operational priorities in a fast-paced environment.

• Professional Judgment: Exercises sound judgment when responding to technical concerns, escalating critical issues, and supporting business needs.

QUALIFICATIONS: 

• Bachelor’s degree in Engineering or a related field, or an equivalent combination of education and relevant experience.

• Strong troubleshooting and problem-solving skills related to switchgear, PLC controls, generator controls, and networking equipment.

• Ability to manage multiple priorities effectively in a fast-paced environment.

• Excellent communication skills with a strong customer-facing presence.

PHYSICAL/MENTAL/ENVIRONMENTAL:

• Physical Demands:

• Activities: Sitting – 75% Walking/Standing – 25%

• Lifting: Must be able to lift and carry up to 25lbs.

• Vision: Requires extended periods of close visual focus and computer screen work

• Travel: Occasional travel (up to 25%) may be required to IEM manufacturing facilities, and regional field offices.

• Mental Demands: Ability to interpret, analyze, and research information, while managing multiple priorities and meeting time-sensitive deadlines.

• Environment: Work is performed primarily in an office setting, with occasional exposure to manufacturing or field environments as needed.

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