Senior Field Service Representative

PURPOSE OF POSITION:

The purpose of the Senior Field Service Representative role is to perform advanced start-up, commissioning, installation, testing, troubleshooting, service, and repair of IEM equipment. This position is responsible for resolving complex technical issues, supporting critical customer engagements, and serving as a senior technical resource for Field Service teams. The Senior Field Service Representative works independently with limited supervision, exercises sound judgment in high-priority field situations, partners with internal teams to drive issue resolution, and assists with mentoring and developing Field Service Technicians and Representatives.

SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities. 

ESSENTIAL FUNCTIONS:

• Independently perform advanced start-up, commissioning, testing, troubleshooting, service, and repair of IEM equipment, including switchboards, control panels, and power products. 
• Install, modify, inspect, and support electrical or mechanical components and subassemblies, which may include panelboard interiors, circuit breakers, bus bar, subpanels, control components, power cabling, and control wiring. 
• Lead or support complex field service activities, including high-priority customer issues, critical commissioning needs, and escalated technical concerns. 
• Attend project meetings and coordinate with contractors, clients, Project Managers, Field Service leadership, manufacturing teams, engineering, and other internal support groups. 
• Analyze system failures, identify root causes, and determine appropriate corrective actions for complex technical issues. 
• Troubleshoot electrical circuits, control wiring, networking equipment, and related field service issues. 
• Coordinate with Project Managers, manufacturing facilities, engineering, quality, or other internal 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. 
• Provide technical guidance, mentoring, shadowing, and on-the-job training to Field Service Technicians and Representatives, as needed. 
• Perform other duties as assigned by management.  

COMPETENCIES:

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

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. 
• Minimum of 3+ years of related electrical, mechanical, technical, manufacturing, construction, commissioning, or field service experience preferred. 
• Minimum of 2+ years of experience supporting switchgear start-up, commissioning, troubleshooting, repair, or related field service activities preferred. 
• Demonstrated ability to independently troubleshoot and resolve complex electrical, mechanical, power distribution, or commissioning-related issues in the field. 
• Ability to read and interpret electrical wiring diagrams, schematics, work instructions, technical drawings, and service documentation. 
• Strong diagnostic, problem-solving, and troubleshooting skills required. 
• Ability to safely use hand tools, power tools, and electrical testing equipment. 
• Working knowledge of electrical safety practices, PPE requirements, and safe work procedures. 
• Good verbal and written communication skills, including the ability to provide clear technical updates to customers, contractors, Project Managers, Field Service leadership, and internal support teams. 
• Ability to work independently with limited supervision and escalate critical issues appropriately. 
• Strong organizational skills with the ability to accurately document service activities, root cause analysis, corrective actions, parts usage, and follow-up items. 
• Ability to provide technical guidance, mentoring, or on-the-job training to Field Service Technicians and Representatives 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),