Field Service Support Specialist
About The Position
The Field Service Support Specialist provides technical, operational, and administrative support to IEM’s Field Service team. This role is crucial for supporting field operations through emergency phone support, automation and networking assistance, troubleshooting coordination, technical documentation, reporting, and inventory tracking. The position acts as a vital link between Field Service and various internal departments such as manufacturing plants, engineering, production, and procurement, to resolve technical and operational issues and ensure the successful execution of field service activities. Additionally, the role assists with scheduling, project coordination, reporting, training materials, and other support functions to enhance the overall efficiency of the Field Service organization.
Requirements
- 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.
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.
Benefits
- Comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
