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 follow up 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: Lifting: Sitting – 20% Walking/Standing – 80% Must be able to bend, lift, and carry equipment and materials up to 50lbs. 

Vision: Travel: Mental Demands: Environment: Long periods of close work on technical equipment, drawings, and computer screens. Extensive travel (up to 75%) is required to IEM regional field offices and vendor sites. 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. climate-controlled office and warehouse environments, with occasional exposure to customer job sites as needed.