About the job
Join Industrial Electric Manufacturing (IEM) and be a key player in shaping the future of electrical distribution systems. With over 75 years of experience, we are committed to delivering innovative solutions for complex power needs. At IEM, we empower our employees, whether seasoned experts or newcomers, to make a significant impact across industries that drive the world's dynamic markets.
JOB SUMMARY:
The Field Service Support Specialist plays a crucial role in enhancing the efficiency of IEM’s Field Service team by providing comprehensive technical, operational, and administrative support. This position is pivotal in ensuring smooth field operations through 24/7 emergency phone assistance, automation and networking support, troubleshooting coordination, technical documentation, reporting, and inventory tracking. Acting as a vital link between Field Service, manufacturing plants, engineering, production, and procurement teams, this role is fundamental in resolving technical and operational challenges, thus facilitating the successful execution of field service activities. Additionally, the specialist will assist with scheduling, project coordination, training material development, and various support functions that enhance overall Field Service efficiency.
SUPERVISORY RESPONSIBILITIES:
This position has no direct supervisory responsibilities.
ESSENTIAL FUNCTIONS:
• Be the first point of contact for 24/7 emergency support.
• Provide automation and networking expertise, guidance, and training to Field Service Engineers and Technicians.
• Assist Field Service Technicians with commissioning, troubleshooting, and resolving issues.
• Serve as a liaison between Field Service and manufacturing facilities to address technical challenges.
• Conduct in-depth investigations of critical problems and collaborate with subject matter experts as necessary for resolution.
• Aid in the development and upkeep of technical documents including Methods of Procedure, Sequences of Operation, and training materials.
• Support the Field Service management team with data collection, reporting, and analysis.
• Collaborate with production, service, and engineering teams to identify and rectify product or service deficiencies.
• Coordinate with IEM factory personnel to ensure efficient Field Service operations.
• Monitor project progress, identify potential risks or issues, and propose corrective actions as required.
• Track and manage data related to Field Service activities effectively.
