Field Service Technician Level III

PURPOSE OF POSITION:
The purpose of the Field Service Technician Level III 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 Field
Service Technician Level III 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 Level I and Level II technicians.

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 Level I and
  Level II technicians, 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 followup
  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 Level I and Level II technicians, 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 Level I and Level II technicians as needed.

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.