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Industrial Electric Mfg. (IEM) · 3 months ago

Field Service Support Specialist - SBN

New Carlisle, Indiana, United States

Full-time

Onsite

Mid Level

3+ years exp

Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. The Field Service Support Specialist will provide comprehensive administrative and management support to the field service management team, coordinating activities, managing documentation, and assisting in scheduling and compliance processes.

AutomotiveElectronicsLogisticsManufacturing

Responsibilities

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

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

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 Virginia facility

Assist in developing an asset tracking system for FS tools and equipment

Qualification

Microsoft Office SuiteERP systemsCRM systemsAdministrative supportSchedulingCoordinationProblem-solvingAttention to detailOrganizational skillsCommunication skillsTeamwork