Technical Support Engineer

Job Description

BackgroundThis is an exciting opportunity to join the UKs largest independent cleaning equipment and service provider. With over 50 years of experience, ICE can provide bespoke solutions with a customer focused model, along with the innovative services and productsoffered, it continues to set the standards for its industry.Job PurposeThe role of the Technical Call Screener is to support both the end user on site operators and the ICE Operations Teams to identify and rectify any issues affecting the performance of ICE cleaning equipment by telephone/Smartcall, avoiding the need to schedulean ICE Field Service Engineer to site.Duties and Responsibilities:

• Working with on-site operators and area managers by telephone or Smartcall to identify the problem with the operation of ICE Cleaning Equipment and to provide guidance and instructions to rectify the fault
• Respond to internal referrals from the Helpdesk to affect a resolution without the need for a Field Service Engineer to visit customer site
• To provide technical support and advice to ICE Field Service Engineers to allow them to achieve first time fix
• Review breakdown call tickets and intercept those where non-standard parts are likely to be required by the Field Service Engineer to achieve a first-time fix
• Liaise with the ICE Parts Department to arrange delivery of non- standard parts to ICE Field Service Engineers and/or directly to customer site
• Provide guidance to ICE Parts, Helpdesk and Field Service Engineers on parts/parts numbers required to achieve first time fix and to assist with the interpretation and application of the information contained in technical manuals

Expectations of Employee

• Adheres to ICEs Policies and Procedures.
• Acts as a role model within and outside ICE, ensure you are smart and well presented at all times.
• Maintains a positive and respectful attitude, an Innovative thinker who is proactive and readily embraces change.
• Communicates efficiently and effectively both verbally and in writing
• Flexible and efficient time management with an ability to and desire to prioritise work and complete all jobs in the job stack.
• Customer focused with impeccable customer service skills (internal and external customers).
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
• Competent in all things IT along with and having an appetite to learn and use the business IT systems
• Consistently updates the internal database on time taken to complete work and perform duties of position.
• Communicates regularly with Manager about Department opportunities for continuous improvement.

Key Skills

• Logical thinker
• Good analytical and problem-solving skills
• Up-to-date technical knowledge
• An in depth understanding of the equipment ICE customers are using
• Excellent interpersonal and customer care skills
• Good accurate record keeping
• Able to work under pressure and to deadlines
• Competent user of Microsoft Office Packages, especially Excel

Offer

• Competitive salary package
• Workplace pension
• 21 days holiday
• Health cash plan
• Employee benefit hub with discounts to retailers and entertainment
• Life assurance
• Long term service bonus
• Access to Linked In Learning training platform

Experience and Qualifications

• Electrical and mechanical fault-finding experience, either in field or desk-based roles
• Skilled in fault finding, servicing and repairing industrial floor cleaning equipment
• Experience of working as a mechanical/electrical engineer

Equal OpportunitiesOur company are an equal opportunities employer and welcome applications from all suitable, qualified persons regardless of their sex, marital status, disability, religion, race, nationality, ethnic origins or social background.