Smartcall Remote Support Engineer – Video Diagnostics

ICE - Industrial Cleaning Equipment; Eling; Remote; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Private healthcare

21 days annual leave + bank holidays

Enhanced workplace pension

ICE Cube discount and wellbeing portal

2x annual salary life assurance

Annual bonus after service milestones

Job summary

ICE - Industrial Cleaning Equipment is seeking an experienced Smartcall Engineer to provide remote technical support to customers and field engineers, using video calls to diagnose faults in cleaning equipment and reduce on-site visits.

You will collaborate with Helpdesk, area managers and on-site operatives to deliver high-quality technical assistance and guide first-time fixes across the service network.

Qualifications

• Experience in mechanical and electrical fault-finding, in-field or remote.
• Strong troubleshooting and problem-solving with guidance to others.

Responsibilities

• Diagnose faults in cleaning equipment via Smartcall video calls.
• Provide clear guidance to rectify faults to minimise downtime.
• Address issues remotely to avoid unnecessary on-site visits by Field Service Engineers.
• Collaborate with cross-functional teams to speed up issue resolution.
• Support Field Service Engineers to achieve first-time fix solutions.
• Interpret breakdown tickets and identify non-standard parts requirements.
• Coordinate delivery of non-standard parts to sites or engineers.
• Advise other departments on parts and numbers needed for fixes.

Skills

Fault-finding

Troubleshooting

Verbal & written communication

Video conferencing

Remote support

Tools

Smartcall platform

Job description

ICE - Industrial Cleaning Equipment is seeking an experienced Smartcall Engineer to provide remote technical support to customers and field engineers, using video calls to diagnose faults in cleaning equipment and reduce on-site visits.

You will collaborate with Helpdesk, area managers and on-site operatives to deliver high-quality technical assistance and guide first-time fixes across the service network.