Field Service Support Specialist - SBN

Industrial Electric Mfg, Inc.; Carlisle; On-site; GBP 35,000 - 50,000; Full time

Job summary

A manufacturing firm is seeking a Field Service Support Specialist in Carlisle, England. The role involves providing administrative support, coordinating field service activities, and managing documentation. Candidates should have a degree in Business Administration or Management and at least 3 years of relevant experience. Strong skills in Microsoft Office and ERP/CRM systems are required. This full-time position offers competitive benefits.

Benefits

Comprehensive benefits package

Competitive salary

Qualifications

• Minimum of 3 years in an administrative or support role, preferably in a fast-paced environment.
• Problem-solving mindset with the ability to handle complex issues.
• Willingness to travel occasionally to company manufacturing facilities.

Responsibilities

• Coordinate field service activities and manage documentation.
• Assist in the scheduling of field service technicians.
• Prepare project status reports and present them to the Field Service Director.

Skills

Microsoft Office Suite

Cross-functional teamwork

ERP and CRM systems

Organizational skills

Communication skills

Education

Bachelor’s or Associate’s degree in Business Administration or Management

Job description

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About IEM

Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale.

Job Summary

The Field Service Support Specialist will provide comprehensive administrative and management support to the field service management team of IEM. 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 position will interface with multiple departments within the company as well as with outside vendors, customers, and other manufacturing facilities in the IEM family. The Field Service Support Specialist will work closely with the Field Service Senior Director and will interface with the purchasing and manufacturing teams to ensure material and parts requests are fulfilled and received at customer sites prior to technician deployment. The role includes following up to ensure closeout documentation is completed and uploaded to internal ERP and CRM systems, assisting with scheduling and coordination of tasks, and assisting management with monthly financial reports related to field services. The position may involve creating PowerPoint presentations and other duties as required by supervision.

Key Responsibilities

Administrative Support

• Maintain and update service records, contracts, and customer/vendor information in the FS company database.
• Prepare and distribute completed service reports, invoices, project closeout paperwork, and other required documentation.
• Assist in onboarding new vendors and contractors, issuing compliance documentation and following through onboarding to completion.
• Ensure all new vendor and contractor documentation is compliant with company policies, procedures and industry regulations.
• Track and ensure FS field team submits all customer field trip service/startup reports weekly for review and record.
• Complete expense reports for the Senior Director and VP of Services monthly for review and submission to accounting using the Certify system.
• Assist in the RMA (Return Material Authorization) documentation development process for FS.
• Assist FS management in compiling FS data and completing monthly financial performance reports related to technician utilization, WIP, direct/indirect labor costs, OH costs, GP%, and portfolio reviews.
• Ensure all field service personnel are up to date with company policies, procedures, technical training, and safety guidelines per the 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 to ensure timely completion and submission of service reports to customers and internal records.
• Liaise with other IEM departments to ensure seamless coordination and support for field service operations.
• Communicate effectively with field service technicians regarding internal process changes initiated by the FS management team.
• Assist in planning and execution of field service projects from an administrative perspective to ensure adherence to timelines and budgets.
• Track project progress, 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 procurement to ensure timely replenishment of necessary supplies.
• Maintain accurate records of inventory transactions and perform regular inventory documentation and system audits.
• Track shipping and receiving of delivered FS parts and equipment arriving at the Virginia 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: Minimum of 3 years in an administrative or support role, preferably in a fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, 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 and ability to work well in a team.
• Willingness to travel occasionally to company manufacturing facilities and FS regional offices.

Why Join IEM

At IEM, you’ll join a team that powers some of the world’s most ambitious projects. We’re engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you’re driven, collaborative, and ready to make an impact, we’d love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.

Learn more about IEM at https://www.iemfg.com

We offer a comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at https://www.iemfg.com/careers

Recruiting Scams

Beware of recruiting scams. IEM never charges candidates fees, and all recruiter emails come from an @iemfg.com address. If you suspect fraudulent activity, do not share personal information and report it to us at iemfg.com/contact

Non-Discrimination Statement

IEM does not discriminate against any applicant based on any characteristic protected by law.

Privacy

Information collected and processed as part of your IEM Careers profile, and any job applications you choose to submit is subject to IEM's Workforce Member Privacy Policy.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology
• Industries
• Manufacturing

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