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.