Smartcall Engineer

ICE - Industrial Cleaning Equipment; Runcorn; Remote; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Private healthcare

21 days annual leave + bank holidays

Enhanced pension scheme

ICE Cube discount and wellbeing portal

Life assurance 2x annual salary

Bonus after 5 years then annually

Holiday buy back scheme

Job summary

ICE - Industrial Cleaning Equipment is seeking an experienced Smartcall Engineer to deliver remote technical support for cleaning equipment. You will use video calls to diagnose faults, guide on-site operators and field service teams, and reduce the need for on-site visits.

You will collaborate with area managers and internal teams to resolve issues quickly, supporting first-time fix through remote guidance, parts coordination, and clear technical instructions.

Qualifications

• Proven experience in mechanical and electrical fault-finding.
• Ability to guide others through issue resolution.
• Excellent written and verbal communication skills.
• Familiarity with Smartcall technology and video calls.
• Collaborative with cross-functional teams.
• Knowledge of cleaning equipment is desirable.
• Customer-centric approach.

Responsibilities

• Diagnose issues with cleaning equipment via video calls to on-site operators and area managers.
• Provide clear guidance to rectify faults, minimizing downtime and ensuring optimal machine performance.
• Respond to Helpdesk referrals to resolve issues remotely, avoiding on-site visits by Field Service Engineers.
• Collaborate with cross-functional teams to improve issue resolution efficiency.
• Provide technical support to Field Service Engineers for first-time fix capabilities.
• Review breakdown tickets to identify cases needing non-standard parts.
• Coordinate with Parts & Smartcall Administrators to deliver non-standard parts to engineers or customer sites.
• Streamline parts delivery processes to improve efficiency of the Smartcall system.
• Provide guidance on parts and part numbers needed for first-time fix scenarios.
• Assist in interpreting information from technical manuals for effective problem-solving.

Skills

Fault-finding

Remote support

Video troubleshooting

Strong communication

Smartcall familiarity

Cross-functional teamwork

Cleaning equipment knowledge

Tools

Video conferencing tools

Smartcall platform

Job description

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.

• 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.

• 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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