Field Service –Lead

PURPOSE OF POSITION:
The purpose of the Field Service Lead role is to manage, supervise, and optimize the performance of a team of field service technicians and engineers as they perform start-up/commissioning, troubleshooting, and maintenance of IEM products at customer sites. This is a working-lead role, combining hands-on field responsibilities with direct oversight of a team of approximately 8 technicians supporting 2–6 active customer sites.

SUPERVISORY RESPONSIBILITIES:
•Provides daily guidance, work direction, coaching, mentorship, and technical support to field service technicians.

ESSENTIAL FUNCTIONS:
•Lead and coordinate start-up and commissioning activities for electrical equipment across multiple customer sites, ensuring on time completion and minimizing open issues.
•Provide daily supervision, mentorship, and training to field service technicians.
•Serve as the technical lead, offering product expertise and advanced troubleshooting guidance to technicians and engineers.
•Travel to IEM manufacturing or field service facilities as required to participate in or lead training activities, factory witness tests, and shop testing.
•Identify project areas of risk that may adversely affect the success of subordinate technicians and report these risks to management for action.
•Works on job sites to complete project start-up/commissioning, resolving punch list items found at the job site. Works with IEM Project Managers to update punch lists and ensure jobs are closed out and paperwork deliverables are met.
•Coordinate with commercial and administration teams for requests outside of the start-up/commissioning scope.
•Ensure technicians have required tools, materials, and documentation to perform work effectively at each site.
•Report product or quality concerns to management and collaborate with production and engineering teams to address identified deficiencies.
•Work with the Division Manager, Field Service Manager, Field Service Support, and Site Operations Representative in scheduling additional field resources and/or teams to cover service needs.
•Perform other duties as assigned by management.

COMPETENCIES:
•Team Leadership & Coaching: Provides day-to-day direction, mentorship, and support to field service technicians, reinforcing accountability, development, and high-quality execution.
•Technical Expertise: Demonstrates strong working knowledge of electrical equipment start-up, commissioning, troubleshooting, and maintenance, and serves as a technical resource to the team.
•Planning & Coordination: Organizes field activities, manpower coverage, tools, materials, and documentation to support multiple active customer sites and meet service demands.
•Customer Focus: Builds and maintains positive customer relationships through professionalism, responsiveness, and effective communication during field activities.
•Problem-Solving & Decision-Making: Identifies field issues, assesses risk, and takes timely, practical action to support project completion and minimize disruption.
•Safety & Compliance: Promotes and follows safe work practices, including LOTO and site-specific safety requirements, and reinforces compliance across the team.
•Communication & Collaboration: Communicates clearly with technicians, managers, project teams, and internal support functions to ensure alignment, issue resolution, and timely closeout of work.
•Organization & Execution: Manages multiple priorities, maintains attention to detail, and ensures field documentation, punch list updates, and follow-up actions are completed accurately and on time.

EDUCATION AND EXPERIENCE:
•Associate degree, vocational training, military experience, or equivalent experience in power distribution systems, including switchgear, UPS, generators, PDUs, or related equipment commissioning activities.
•Minimum of 2 years of field service experience, with an emphasis on start-up and commissioning of electrical equipment.
•Experience with switchgear, electrical distribution systems, and electrical control systems preferred.
•Familiarity with advanced communication protocols and networking concepts preferred.
•Prior supervisory or lead-level experience preferred.
•Understanding of lock-out/tag-out (LOTO) procedures involving multiple power sources required.
•Strong teamwork and communication skills required.
•Ability to work independently with minimal supervision required.
•Effective problem-solving skills required.
•Strong organizational skills and the ability to manage multiple priorities required.

PHYSICAL/MENTAL/ENVIRONMENTAL:
Physical Demands:
Activities: Sitting – 20% Walking/Standing – 80%
Lifting: Must be able to bend, lift, and carry equipment and materials up to 50lbs.
Vision: Long periods of close work on technical equipment, drawings, and
computer screens.
Travel: Occasional travel (up to 75%) may be required to IEM
regional field offices and vendor sites.
Mental Demands: Ability to interpret technical information, analyze issues, prioritize multiple tasks, solve problems in the field, and make sound decisions in a fast-paced service environment.
Environment: climate-controlled office and warehouse environments, with occasional exposure to customer job sites as needed.