Field Service Engineer

Reporting to: Regional Operations Manager
Location: Field Based
Hours: Average of 47.5 hours per week, including 1 in 3 Saturday’s and 1 in 12 Sunday’s

Business Overview
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments.
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.

Role Overview
As a Field Service Engineer, your role revolves around providing expert repair and maintenance services to ensure the optimal performance and longevity of various cleaning machinery. You will be responsible for diagnosing, servicing, and repairing a diverse range of equipment, ensuring service and repairs are completed within agreed Service Level Agreements to achieve customer satisfaction.

Key Responsibilities and Accountabilities:

• Provide quality support to our customers through courteous and knowledgeable communication.
• Ensure all jobs are attended to and repairs are completed within the contracted service level agreement.
• Attend follow up calls in a timely manner to complete repairs where additional parts have been ordered.
• Attend and complete scheduled planned maintenance services as instructed.
• Attend and complete all scheduled Portable Appliance Test (PA Test) calls on time.
• Maintain and control the highest standard of service and repair made to machinery.
• Ensure all Health and Safety rules and procedures are adhered to at all times.
• Follow all technician procedures issued and ensure they are fully understood.
• Update all jobs in real time on our central database system, SERVICESMARTPro (SSP), and follow working procedures to ensure correct data is captured.
• Provide accurate and detailed reports upon every site visit to maintain integrity of asset data across ourcustomer sites and on our system.
• Order parts via the system to complete breakdown calls.
• Booking parts in/out to ensure van stock re-ordering levels are adhered to and parts are correctly replenished.
• Help develop more efficient systems of work and/or to use any resultant change.
• Regularly review vehicle conditions and to ensure it is kept tidy internally and externally to promote the quality brand.
• Attend company service and business review meetings.

Qualifications, Skills and Experience

• Bachelor’s degree or equivalent certification in mechanical engineering, electrical engineering, or a related field preferred.
• Relevant certifications or training in industrial equipment repair and maintenance (e.g., Certified Industrial Maintenance Mechanic, Certified Maintenance & Reliability Professional) is advantageous.
• Proficiency in diagnosing, servicing, and repairing industrial cleaning equipment such as vacuum cleaners, pressure washers, scrubbers, and sweepers.
• Strong mechanical aptitude with a comprehensive understanding of mechanical, hydraulic, pneumatic, and electrical systems.
• Ability to interpret technical manuals, schematics, and diagrams to effectively troubleshoot equipment malfunctions and implement repair solutions.
• Excellent problem-solving skills with the ability to quickly identify root causes of issues and develop practical resolutions.
• Strong communication skills, both verbal and written, with the ability to effectively interact with customers, colleagues, and stakeholders.
• Attention to detail and accuracy in documenting service activities, including repair procedures, parts utilised, and customer interactions.
• Proficient in using tools and equipment commonly employed in equipment repair and maintenance, including diagnostic instruments, hand tools, and power tools.
• Familiarity with safety protocols and regulatory requirements governing industrial equipment servicing and maintenance.
• Customer-focused mindset with a commitment to delivering high-quality service and exceeding customer expectations.
• Previous experience in servicing and repairing industrial cleaning equipment is highly desirable.
• Demonstrated experience in a field service engineering role, preferably in an industrial or manufacturing environment.
• Proven track record of effectively diagnosing and resolving equipment malfunctions in a timely manner.
• Experience with preventive maintenance practices and implementing maintenance schedules to ensure equipment reliability and longevity.
• Familiarity with inventory management systems and processes for tracking spare parts and consumables.
• Prior exposure to providing technical support and training to customers or colleagues on equipment operation and maintenance procedures.
• Strong physical condition with the capability to perform manual handling duties, such as lifting heavy industrial battery packs.
• Proficient IT skills, including proficiency in operating tablet devices.
• Comprehensive experience with internal combustion (IC) engines, encompassing petrol, diesel, and liquefied petroleum gas (LPG) variants.