Senior Field Service Representative - Clt

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.

• 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:

Job Posting Salary Range: 54.0 - 63.0 USD