Field Service Representative - ORD

PURPOSE OF POSITION:

 

The purpose of the Field Service Representative role is to perform start-up, commissioning, installation, testing, troubleshooting, and service support for IEM equipment. This position requires strong diagnostic skills, sound judgment, and the ability to resolve moderately complex technical issues with minimal supervision. The Field Service Representative serves as a trusted customer contact in the field and may assist with providing guidance, support, and on-the-job training to entry-level technicians.

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

 

ESSENTIAL FUNCTIONS:

• Independently perform start-up, commissioning, testing, troubleshooting, service, and repair of IEM equipment, including switchboards, control panels, and power products.
• Install and modify electrical or mechanical components and subassemblies, which may include panelboard interiors, circuit breakers, bus bar, subpanels, control components, power cabling, and control wiring.
• Attend project meetings and support coordination with contractors, clients, Project Managers, and internal IEM teams.
• Analyze system failures, identify root causes, and determine appropriate corrective actions for moderately complex technical issues.
• Troubleshoot electrical circuits, control wiring, and networking equipment.
• Coordinate with Project Managers, manufacturing facilities, engineering, or other internal support teams to resolve product, commissioning, or customer-reported issues in the field.
• Accurately document service activities, root cause analysis, corrective actions, parts usage, open items, and follow-up requirements.
• Assist with training, mentoring, shadowing, or on-the-job support for Field Service Technicians, as needed.
• Perform other duties as assigned by management.

 

COMPETENCIES:

• Technical Knowledge: Demonstrates working knowledge of electrical, mechanical, and field service concepts, including equipment start-up, commissioning, installation, testing, troubleshooting, and repair.
  • Safety and Compliance: Follows company, customer site, and industry safety requirements, including proper use of PPE, tools, equipment, and applicable safe work practices.
  • Diagnostic and Problem-Solving Skills: Uses sound judgment to identify technical issues, analyze system failures, determine root cause, and support appropriate corrective actions.
  • Attention to Detail: Accurately follows wiring diagrams, drawings, schematics, work instructions, checklists, and documentation requirements to support safe, high-quality work.
  • Communication: Communicates clearly and professionally with customers, contractors, Field Service Leads, Project Managers, internal teams, and management regarding project status, technical issues, and follow-up needs.
  • Teamwork and Collaboration: Works effectively with other technicians, Field Service Leads, project teams, manufacturing teams, and internal support groups to complete assigned work and resolve field issues.
  • Customer Focus: Maintains professionalism while working at customer sites and serves as a reliable field contact by being responsive, respectful, and solution-oriented.
  • Independence and Accountability: Performs assigned field service work with minimal supervision, manages responsibilities appropriately, and escalates issues when additional support or approval is needed.
  • Organization and Documentation: Manages assigned tasks, tools, parts, service documentation, corrective actions, and follow-up items accurately and timely.
  • Mentorship and Knowledge Sharing: Provides guidance, support, shadowing, or on-the-job training to Field Service Technicians as needed.
  • Quality of Work: Completes work accurately, safely, and in accordance with IEM standards, customer requirements, and project expectations.

 

EDUCATION AND EXPERIENCE:

• Associate degree, vocational training, military experience, or equivalent experience in power distribution systems, including switchgear, UPS systems, generators, PDUs, or related equipment commissioning activities preferred.
  • 1+ years of experience supporting switchgear start-up and commissioning required.
  • Minimum of 1–3 years of related electrical, mechanical, technical, manufacturing, construction, commissioning, or field service experience preferred.
  • Working knowledge of electrical, mechanical, and power distribution systems required.
  • Ability to read and interpret electrical wiring diagrams, schematics, work instructions, and technical documentation.
  • Ability to safely use hand tools, power tools, and electrical testing equipment.
  • Strong diagnostic, problem-solving, and troubleshooting skills required.
  • Good verbal and written communication skills, including the ability to provide clear updates to customers, contractors, Project Managers, and internal teams.
  • Ability to work independently with minimal supervision and escalate issues appropriately when additional support is needed.
  • Strong organizational skills with the ability to accurately document service activities, corrective actions, parts usage, and follow-up items.
  • Ability to assist with training, mentoring, or shadowing Field Service Technicians as needed.

PHYSICAL/MENTAL/ENVIRONMENTAL:

Physical Demands:

Activities:	Frequently stand and walk for extended periods of 8–12 hours, including walking up to one mile or more throughout large customer facilities while carrying tools and equipment. Frequently bend, kneel, squat, crawl, twist, reach overhead, and work in confined spaces to access electrical equipment. Must be able to climb ladders, stairs, and elevated platforms while maintaining balance. Requires repetitive use of hands and arms to operate hand tools, power tools, electrical testing equipment, and other job-related equipment. Sitting – 20%     Walking/Standing – 80%
Lifting:	Must be able to frequently lift, carry, push, and pull equipment and materials weighing up to 50 lbs.
Vision:	Requires extended periods of close visual work on technical equipment, electrical components, drawings, schematics, testing equipment, and computer screens. Must be able to visually inspect equipment, identify components, read labels and measurements, and observe testing results.
Travel:	Occasional travel, up to 75%, may be required to customer job sites, IEM regional field offices, vendor sites, and other business locations. Travel may include extended or overnight assignments, as required by business needs.
Mental Demands:	Ability to interpret technical information, drawings, schematics, procedures, and testing requirements; analyze issues; troubleshoot equipment; prioritize multiple tasks; maintain attention to detail; work independently; and make sound decisions in a fast-paced field service environment. Must be able to maintain focus while performing safety-sensitive and technically detailed work.
Environment:	Work is performed in a combination of customer job sites, data centers, manufacturing facilities, electrical rooms, construction sites, warehouses, and climate-controlled office environments. The position may involve exposure to varying temperatures, elevated noise levels, dust, industrial conditions, active construction areas, electrical equipment, and other conditions commonly associated with field service work. Must be able to wear required personal protective equipment (PPE), including safety glasses, hard hats, gloves, hearing protection, steel-toe footwear, arc flash PPE, and fall protection, as required.