Field Service Support Specialist

Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale.

Job Summary
The Field Service Support Specialist will provide comprehensive administrative and management support to the field service management team of IEM, a large electrical equipment manufacturing company. This role involves coordinating field service activities, managing documentation, assisting in the scheduling of field service technicians and maintaining internal NICET certifications for the FS department.

Key Responsibilities

• Administrative Support:

• Maintain and update service records, contracts, and customer/vendor information in the FS company database.
• Prepare and distribute complete service reports, invoices, project close out paperwork and other documentation required.
• Assist in onboarding new vendors and contractors, issuing the compliance documentation and follow up through completion of the onboarding process.
• Ensure all new vendor and contractors’ documentation is compliant with company policies, procedures and industry regulations.
• Tracking and ensuring the FS field team submits ALL customer field trip service/start up reports on a weekly basis for review and record.
• Completing expense reports for the Senior Director and VP of Services monthly for review and submission to accounting utilizing the Certify expense report system.
• Assist in the RMA - (Return Material Authorization) documentation development process for FS.
• Assist the FS management team in compiling FS data and completing monthly financial performance reports associated with technician utilization, WIP reports, Direct/Indirect labor costs, OH costs, GP% and department Portfolio reviews.
• Ensure that all field service personnel are up to date with company policies, procedures, technical training and safety guidelines per the new hire - 4-week onboarding process.

• Scheduling And Coordination

• Assist in scheduling and dispatching field service technicians based on training requirements, customer needs and availability.
• Coordinate travel arrangements, accommodations and logistics for field service personnel and FS management.
• Monitor service schedules associated will completed projects to ensure timely completion and submission of service reports to the customer and for internal records.
• Liaise with other IEM departments to ensure seamless coordination and support for field service operations.
• Communicate effectively with field service technicians, providing them with necessary information and updates related to internal process changes initiated by the FS management team.
• Assist in the planning and execution of field service projects from a administrative role associated with ensuring adherence to timelines and project budgets.
• Assist in tracking project progress, help identify potential risks/issues and recommend corrective actions.
• Prepare project status reports and present them to the Field Service Director on a bi-weekly and monthly basis.
• Collect data related to field service activities, performance metrics and customer feedback.
• Generate quarterly reports and presentations for FS management review, highlighting key insights and trends.

• Inventory Management

• Monitor and manage inventory levels of service parts, tools and test equipment.
• Coordinate with the procurement team to ensure timely replenishment of necessary supplies.
• Maintain accurate records of inventory transactions, perform regular inventory documentation and system audits.
• Tracking the shipping and receiving of delivered FS parts and test equipment that arrive at the Virginia facility.
• Assist in developing an asset tracking system for FS tools and equipment.

Qualificatio…