Field Service Manager

PURPOSE OF POSITION:

The purpose of the Field Service Manager role is to lead and manage the day-to-day field service operations for the C&I/SPD or Enterprise division within the associated U.S. region. This position is responsible for directing field execution activities, supporting successful commissioning and related service work on customer sites. The Field Service Manager oversees Field Service Leads, directs field execution efforts, and ensures all service assignments are completed safely, efficiently, and in accordance with company standards and customer expectations. As a key operational leader, this position balances resource planning, technical support, employee development and oversight, customer collaboration, and continuous process improvement to support both field team and customer.

SUPERVISORY RESPONSIBILITIES:

This position directly supervises Field Service Leads and may also provide indirect oversight to field technicians and engineers through the lead structure. The Field Service Manager carries out management responsibilities in accordance with company policies and applicable laws, including interviewing, hiring, onboarding, mentoring, training, coaching, performance management, and completion of performance evaluations for assigned leads. This role also works in close partnership with Field Service leadership, administrators, operations, commercial teams, and other cross-functional internal departments to support effective field execution, workforce development, and the achievement of broader business objectives.

ESSENTIAL FUNCTIONS:

• Manage field service operations for the assigned division within the U.S. region, with accountability for execution quality, daily project staffing coordination , customer support, and job closeout.
• Oversee scheduling and deployment of field service teams to supporting commissioning and related project work at customer sites.
• Ensure successful completion, documentation, and closeout of commissioning and field service assignments in accordance with customer requirements, internal standards, and project timelines.
• Coordinate with Field Service leadership and associated internal team members to address staffing gaps, shifting priorities, escalation needs, and operational challenges that could impact successful execution.
• Work with clients and internal teams to address urgent or emergency service needs; coordinate dispatch of field resources when necessary and appropriate.
• Collaborate with Field Service Leads and administrative support staff to ensure service paperwork, reports, timesheets, expense items, and other required documentation are submitted timely and jobs are closed out efficiently and accurately.
• Provide product and field service expertise to support technicians, engineers, internal staff, customers, and sales teams with technical questions, issue resolution, and service-related guidance.
• Identify project risks, resource constraints, operational inefficiencies, and execution issues that may adversely affect service success, and escalate concerns appropriately.
• Monitor workforce utilization and report to management when resources are insufficient, not effectively utilized, or when customer requests exceed reasonable operational capacity.
• Incorporate feedback from internal departments, field personnel, customers, and leadership to improve service delivery, communication, scheduling, reporting, and cross-functional coordination.
• Promote and reinforce culture of accountability, responsiveness, professionalism, quality, and safety across the field service team.
• Ensure compliance with company policies, procedures, quality standard, performance expectations, and safety requirements.
• Travel to IEM manufacturing locations, field service offices, and customer sites, as required, to support employees, business needs, and leadership coordination.
• Perform other related duties as assigned by supervisor or management to support the ongoing evolving needs of the business.
• Perform other duties as assigned by management.

COMPETENCIES:

• Leadership & Team Development: Provides clear direction, coaching, mentorship, and accountability to Field Service Leads and supports development of the broader field team.
• Operational Execution: Effectively manages scheduling, service delivery, resource coordination, and job completion in a fast-paced field service environment.
• Customer Focus: Responds professionally to customer needs, service issues, and escalations while balancing business priorities and operational realities.
• Technical Support Orientation: Demonstrates sufficient technical knowledge of commissioning, maintenance, troubleshooting, and power systems service work to support the field team and internal stakeholders.
• Communication: Communicates clearly and professionally with field personnel, leadership, customers, sales teams, and cross-functional partners.
• Problem Solving & Judgment: Identifies risks, evaluates options, and makes sound operational decisions in a timely manner.
• Organization & Priority Management: Manages multiple projects, staffing needs, service requests, deadlines, and competing priorities with strong attention to detail.
• Collaboration: Works effectively across functions and levels of the organization to improve execution and service outcomes.
• Continuous Improvement: Seeks opportunities to improve workflows, closeout practices, reporting processes, and department effectiveness.
• Compliance & Safety Mindset: Reinforces adherence to company

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Business, Engineering, Operations, or a related field preferred; equivalent combination of education and relevant field service experience may be considered.
• Minimum 3-5 years of field service, commissioning, maintenance, troubleshooting, or related electrical power systems experience.
• Prior leadership, supervisory, or team lead experience in a field service, construction, industrial, electrical, or mission critical environment preferred.
• Experience supporting service operations involving large electrical systems, commissioning activities, preventive maintenance, and customer site execution strongly preferred.
• Demonstrated experience in employee oversight, scheduling, workforce coordination, and performance management.
• Strong working knowledge of service operations, field documentation requirements, customer support expectations, and safety practices.
• Proficiency with Microsoft Office and other business systems used for scheduling, reporting, and operational tracking.
• Ability to read, interpret, and communicate technical and operational information effectively.

PHYSICAL/MENTAL/ENVIRONMENTAL:

Physical Demands:

• Activities: Sitting - 80% Walking/Standing - 20%
• Lifting: Must be able to bend, lift and carry up to 50lbs.
• Vision: Requires long periods of close work on computer screens, technical documents, drawings, and detailed service information.
• Travel: Must be able to travel up to 75% to IEM
  regional field offices and vendor sites.
• Mental Demands: Ability to interpret technical and operational information, analyze issues, prioritize multiple tasks, respond to urgent service needs, support team decision-making, and exercise sound judgment in a fast-paced environment.
• Environment: Work is performed primarily in climate-controlled office environments, with regular interaction with field operations and occasional exposure to customer job sites, manufacturing areas, warehouses, and non-climate-controlled environments. When onsite, exposure to heat, cold, dust, noise, vibration, and other industrial conditions may occur.