Smartcall Engineer

We are looking for an experienced and self-driven Smartcall Engineer. You will play a pivotal role in providing remote technical support to customers and field engineers, leveraging video calls to identify and troubleshoot faults in cleaning equipment. Your expertise will contribute to minimising on-site visits, ensuring efficient issue resolution, and supporting the overall success of the Smartcall program. This position involves collaborating closely with on-site operatives, area managers, and internal teams to deliver high-quality technical assistance.

Responsibilities

• Utilise Smartcall technology to engage with on-site operators and area managers, diagnosing issues with cleaning equipment through effective video calls.
• Provide clear and concise guidance and instructions to rectify faults, ensuring minimal downtime and optimal machine performance.
• Respond to internal referrals from the Helpdesk, addressing and resolving issues remotely to eliminate the necessity for on-site visits by Field Service Engineers.
• Collaborate with cross-functional teams to streamline communication and enhance issue resolution efficiency.
• Offer technical support and advice to Field Service Engineers, empowering them to achieve first-time fix solutions.
• Review and interpret breakdown call tickets, identifying cases where non-standard parts are required for effective resolution.
• Liaise with the Parts & Smartcall Administrators to coordinate the delivery of non-standard parts to Field Service Engineers or directly to customer sites.
• Streamline the process of obtaining and delivering parts, contributing to the overall efficiency of the Smartcall support system.
• Provide comprehensive guidance to other areas of the business on the parts and part numbers required for first-time fix scenarios.
• Assist in interpreting and applying information from technical manuals, ensuring accurate and effective problem-solving.

Requirements

• Proven experience in mechanical and electrical fault-finding, either in-field or remote technical support
• Strong troubleshooting and problem-solving skills, with the ability to guide others through issue resolution.
• Excellent communication skills, both verbal and written, to effectively convey technical information.
• Familiarity with Smartcall technology and video conferencing tools.
• Collaboration and teamwork abilities to work seamlessly with cross-functional teams.
• Knowledge of cleaning equipment or similar machinery is a plus.
• Attention to detail and the ability to interpret technical manuals accurately.
• Customer-centric approach with excellent customer service skills 

As a person, you are a self-starter who is motivated to kick start your own projects, welcomes challenges, seeks feedback from others, asks “How can I help” and then “How can we make this better”, shows perseverance on long-term goals, and generally goes above and beyond in their work. 

Benefits

• Competitive salary
• Private healthcare
• 21 days annual leave plus bank holidays
• Enhanced workplace pension scheme
•  Access to our discount and wellbeing portal, ICE Cube
• Life assurance which is 2x annual salary
• Bonus payment of £100.00 following 5 years’ service then an additional £25.00 for each subsequent year of service e.g. £125.00 following 6 years’ service
• Holiday buy back scheme

At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.

How we do it:

But we’re still growing, and that’s why we need you.

ICE is an equal-opportunity employer, and we’re on a mission to foster a diverse & inclusive workplace. Individuals seeking employment at ICE are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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