What are the responsibilities and job description for the Field Service Support Specialist - Sterling, VA position at The New IEM, Llc?
Job Description
Job Description
JOB SUMMARY :
The Field Service Support Specialist will provide comprehensive administrative and management support to the field service management team of IEM, a large electrical equipment manufacturing company. 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 role is responsible for assisting with managing NICET test taking, deployments of practice tests and ensuring the techs make their test dates. This position will regularly interface between multiple departments within our company as well with outside vendors, customers and other manufacturing facilities in the IEM family. This position will work closely with the Field Service Senior Director, while also interfacing with the purchasing and manufacturing teams to ensure material and parts requests are fulfilled correctly, ensure they will be received at the customer sites prior to being needed onsite by our field technicians. The Field Service Support Specialist will be required to follow up with the field team to ensure all closeout documentation is completed correctly from the field and that the techs have successfully uploaded this documentation to our internal ERP and CRM systems. Assist with scheduling and coordination of assigned tasks, report to management if there are any unfulfilled items that prevent customer invoicing. Responsible for assisting management with creating monthly financial reports related to field services financial performance associated with completed projects. This role is responsible to assist in creating PowerPoint presentations and perform other duties which may be required by your supervisor
KEY RESPONSIBILITIES :
Administrative Support :
- 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.
Scheduling and Coordination :
Inventory Management :
