Field Service Support Specialist

2 months ago

Jacksonville, United States The New IEM, Llc Full time
Job DescriptionJob Description

About IEM

IEM, (Industrial Electric Manufacturing, Inc.) is the largest independent full-line manufacturer of custom electrical distribution and power quality equipment in North America. IEM has delivered customer-specific solutions to meet the ever-changing power requirements of growth industries in North America for over half a century. This position offers an exciting opportunity within an innovative, employee-oriented company


JOB SUMMARY:

The Field Service Support Specialist will provide comprehensive administrative and management support to the field service management team of IEM, a large electrical equipment manufacturing company. This role involves coordinating field service activities, managing documentation, assisting in the scheduling of field service technicians and maintaining internal NICET certifications for the FS department. This role is responsible for assisting with managing NICET test taking, deployments of practice tests and ensuring the techs make their test dates. This position will regularly interface between multiple departments within our company as well with outside vendors, customers and other manufacturing facilities in the IEM family. This position will work closely with the Field Service Senior Director, while also interfacing with the purchasing and manufacturing teams to ensure material and parts requests are fulfilled correctly, ensure they will be received at the customer sites prior to being needed onsite by our field technicians. The Field Service Support Specialist will be required to follow up with the field team to ensure all closeout documentation is completed correctly from the field and that the techs have successfully uploaded this documentation to our internal ERP and CRM systems. Assist with scheduling and coordination of assigned tasks, report to management if there are any unfulfilled items that prevent customer invoicing. Responsible for assisting management with creating monthly financial reports related to field services financial performance associated with completed projects. This role is responsible to assist in creating PowerPoint presentations and perform other duties which may be required by your supervisor


KEY RESPONSIBILITIES:

Administrative Support:

  • Maintain and update service records, contracts, and customer/vendor information in the FS company database.
  • Prepare and distribute completes service reports, invoices, project close out paperwork and other documentation required.
  • Assist in onboarding new vendors and contractors, issuing the compliance documentation and follow up through completion of the onboarding process.
  • Ensure all new vendor and contractors’ documentation is compliant with company policies, procedures and industry regulations.
  • Tracking and ensuring the FS field team submits ALL customer field trip service/start up reports on a weekly basis for review and record.
  • Completing expense reports for the Senior Director and VP of Services monthly for review and submission to accounting utilizing the Certify expense report system.
  • Assist in the RMA - (Return Material Authorization) documentation development process for FS.
  • Assist the FS management team in compiling FS data and completing monthly financial performance reports associated with technician utilization, WIP reports, Direct/Indirect labor costs, OH costs, GP% and department Portfolio reviews.
  • Ensure that all field service personnel are up to date with company policies, procedures, technical training and safety guidelines per the new hire - 4-week onboarding process.

Scheduling and Coordination:

  • Assist in scheduling and dispatching field service technicians based on training requirements, customer needs and availability.
  • Coordinate travel arrangements, accommodations and logistics for field service personnel and FS management.
  • Monitor service schedules associated will completed projects to ensure timely completion and submission of service reports to the customer and for internal records.
  • Liaise with other IEM departments to ensure seamless coordination and support for field service operations.
  • Communicate effectively with field service technicians, providing them with necessary information and updates related to internal process changes initiated by the FS management team.
  • Assist in the planning and execution of field service projects from a administrative role associated with ensuring adherence to timelines and project budgets.
  • Assist in tracking project progress, help identify potential risks/issues and recommend corrective actions.
  • Prepare project status reports and present them to the Field Service Director on a bi-weekly and monthly basis.
  • Collect data related to field service activities, performance metrics and customer feedback.
  • Generate quarterly reports and presentations for FS management review, highlighting key insights and trends.

Inventory Management:

  • Monitor and manage inventory levels of service parts, tools and test equipment.
  • Coordinate with the procurement team to ensure timely replenishment of necessary supplies.
  • Maintain accurate records of inventory transactions, perform regular inventory documentation and system audits.
  • Tracking the shipping and receiving of delivered FS parts and test equipment that arrive at the JAX1 facility.
  • Assist in developing an asset tracking system for FS tools and equipment.


QUALIFICATIONS:

Education:

  • Bachelor’s or Associate’s degree in Business Administration, Management, or a related field.

Experience/Skills Required:

  • Minimum of 3 years experience in an administrative or support role, preferably in a fast-paced environment.
  • Proficient in Microsoft Office Suite (Word, Excel, Power Point, Outlook)
  • Ability to work effectively in a cross-functional team environment.
  • Proficiency in working in ERP and CRM systems.
  • Problem-solving mindset with the ability to handle complex issues.
  • Attention to detail and strong organizational skills.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Excellent communication skills.
  • Work well with others in a team environment.
  • Willingness to travel occasionally to company manufacturing facilities and FS regional offices.


PHYSICAL/MENTAL/ENVIRONMENTAL:

Vision: Long periods of close work on computer screen.

Mental Demands: Interpret, analyze, research and handle multiple tasks simultaneously.

Environment: Climate controlled office and warehouse space.

Physical Demands: Must have the ability to bend over and lift 40-50lbs packages.

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