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.