Field Service Support Specialist

At IEM, we’re not just building innovative electrical distribution systems, we’re shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years, we continue to push the boundaries of what’s possible. Whether you’re an experienced professional or just starting out, you’ll have the opportunity to contribute, grow, and make a lasting impact on industries that power the world’s most dynamic markets.

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.

This position has no direct supervisory responsibilities.

• 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.

• Technical Troubleshooting:
  Applies strong technical knowledge to support troubleshooting and resolution of issues related to switch gear, 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…