Position SummaryThe Switchgear Application Expert is the senior technical escalation point for complex pre-sales and post-sales inquiries related to IEM's low- and medium-voltage switchgear, switchboards, panelboards, and related distribution products. The role provides Tier-2 and Tier-3 support across Pre-Sales, Order Review, Engineering, Production, Field Services, Quality, Product Management, and Customer Support, ensuring that solutions are technically sound, compliant with codes/standards and UL procedures, and manufacturable at scale. The Application Expert combines deep protection & controls, three-phase power, and standards knowledge with strong cross-functional collaboration to de-risk projects, resolve field issues, and drive continuous improvement.
Ideal Candidate Profile- Seasoned application or engineer with strong power systems with OEM background and familiar with LV and MV distribution equipment who enjoys being the "go-to" technical expert.
- Comfortable reviewing complex specifications, single-line diagrams, CDEs, and relay schemes, and explaining trade-offs to both technical and non-technical stakeholders.
- Thrives in a fast-paced environment balancing urgent escalations with long-term improvements to standards, tools, and processes.
Key Responsibilities- App Expert / Cross-functional Technical Leadership
- Serve as the primary Application Expert for complex and non-standard applications of IEM switchgear and related products.
- Act as a technical liaison between Sales, Estimation, Engineering, Production, Field Services, Quality, and Product Management, ensuring consistent interpretation of standards, UL procedures, and IEM practices.
- Identify recurring technical issues and lead or support initiatives to improve standard designs, tools, and documentation.
- Pre-Sales Inquiries
- Support Estimation and Inside Sales by validating complex CDEs, custom enclosure footprints, and utility-interface requirements against IEM standard offerings and UL procedures.
- Review IEM quotes and CDEs for alignment with customer specifications, codes, and IEM practices; provide clear technical clarifications and risk flags.
- Perform in-depth technical reviews for projects with high technical P&C requirements, paralleling controls, unusual system topologies, or non-standard configurations.
- Determine when proposed solutions fall outside standard UL procedures or IEM product offerings and coordinate with Development / R&D / Product Engineering to define acceptable alternatives or exceptions.
- Product Team Support
- Provide structured feedback to Product Management and R&D based on trends in pre-sales questions, production issues, and field events.
- Participate in product roadmap and design reviews as the "voice of application," ensuring new offers are practical to apply, commission, and service.
- Support validation of new features or product lines through application testing, documentation review, and internal training for Sales, Engineering, and Field Services.
- Production Support
- Review and advise on installation methods and minor drawing clarifications when production questions arise.
- Evaluate production/installation defects to determine whether material replacement or limited rework is required.
- Lead major technical reviews when production or QC identifies issues that may impact code compliance, UL procedure adherence, safety, or functionality.
- Confirm that electrical and mechanical designs meet applicable codes, standards, and IEM UL procedures; propose robust solutions that minimize shipment delays, rework, and added cost.
- Act as mediator between Engineering, Production, and QC on complex issues, driving clear decisions and documented resolutions.
- Engineering Support
- Support design engineers with general design reviews and returned customer submittal comments; clarify specifications and ensure project requirements align with IEM standard practices and UL procedures.
- Confirm UR components are correctly selected and within applicable UL files.
- Own major technical reviews that require deeper analysis, research, and justification to meet challenging design or specification requirements.
- Provide expert guidance on power system configuration, protection & controls, and communication architectures for complex projects.
- Order Review
- Review order entry and acknowledgment forms against the approved quote, CDE, specifications, and single-line diagrams; identify discrepancies early and work with Engineering to define technical solutions.
- Collaborate with Engineering and Sales to review "show-stopper" items identified during Tier-2 review that cannot be resolved without customer buy-in.
- Define technically sound alternatives, articulate risks and constraints, and support customer discussions as needed.
- Customer Support (Post-Sales)
- Address advanced customer questions on submittals, dimensional changes, and specification clarifications that are not yet formal service issues.
- Provide troubleshooting guidance on equipment based on drawings, settings, and documentation prior to Service engagement.
- Lead complex customer escalations involving design interpretation, protection & controls performance, or systemic issues.
- Participate in technical meetings and root-cause discussions with key customers and internal stakeholders, ensuring a strong technical basis for decisions.
- Field Services Support
- Provide diagnostic support for high-profile site events (e.g., mis-operations, major outages, arc-flash incidents, or site stoppages).
- Analyze relay/event logs, test reports, and site conditions to identify root causes and recommend corrective and preventive actions.
- Assist in preparing in-depth corrective action reports, including independent research and coordination with Engineering, Quality, and Product teams.
- Quality Support
- Support QC teams on testing requirements, guidelines, and interpretation of standards and UL procedures.
- Complete assigned nonconformance investigations, including analysis of cause, risk, and preventive actions.
- Provide technical research and feedback on major quality events, including arc-flash or site stoppage incidents, and translate findings into updates to standards, templates, or training.
Qualifications- Bachelor's degree in electrical engineering (BSEE) or equivalent technical experience.
- 5+ years of experience in application engineering, design engineering, or field service for low- and/or medium-voltage switchgear, switchboards, or related power distribution equipment.
- Strong knowledge of three-phase power systems, protection and control schemes, and communication protocols commonly used in power systems.
- Solid understanding of applicable codes and standards (e.g., NEC, UL 891/1558/508A, IEEE/ANSI) and how they apply to IEM products and UL procedures.
- Proficiency in reading and interpreting single-line diagrams, schematics, wiring diagrams, and mechanical assembly drawings; AutoCAD experience strongly preferred.
- Demonstrated ability to perform structured root-cause analysis and to lead cross-functional investigations.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
- Proven track record of managing multiple priorities in a fast-paced, project-driven environment.
Preferred- Experience with power system analysis and protection coordination tools.
- Prior experience in a deep technical support, field service, or product engineering role for LV/MV equipment.
- Familiarity with data center, industrial, or utility applications where high reliability and availability are critical.
Workplace Conditions- Onsite or remote role with primary collaboration with the Application Engineering team, Sales, Engineering, Production, Field Services, and Product Management.
- Occasional meetings with colleagues across time zones may require flexibility in working hours.
- Travel expectations: Minimal; may include periodic visits to manufacturing facilities, project sites, or customer locations for investigations or technical meetings.
Learn more about IEM at https://www.iemfg.com
We offer 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
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