Overview
ICE is the UK’s largest independent provider of cleaning equipment, with over 50 years of experience. We support thousands of customer sites across sectors including retail, healthcare, manufacturing, warehousing, distribution and education. Alongside traditional cleaning equipment, we’ve spent more than a decade developing and supporting robotic floor cleaning technology. Sustainability is central to our business, supported by our ESG strategy and our commitment to helping customers achieve their own environmental goals. ICE is a fast-growing organisation where people are encouraged to develop and progress. We provide on-the-job training, support for professional qualifications and real opportunities to build your career.
This role operates on a hybrid basis, combining office and field responsibilities, and includes participation in the weekend on-call management rota (approximately 1 in 10 weekends) alongside the wider service management team.
Responsibilities
- Lead and manage Field Service Engineers to drive performance and service quality
- Coach, develop and support engineers through performance management and training
- Conduct regular field visits to support engineers and improve customer experience
- Run daily check-ins with engineers to review schedules, priorities and issues
- Monitor service performance including SLA delivery and First-Time Fix (FTF) rates
- Work closely with the Helpdesk & Scheduling Manager to maintain service efficiency
- Identify and implement process improvements to enhance service delivery
- Monitor daily outputs and provide performance reporting
- Conduct monthly audits on engineering performance and training completion
- Ensure compliance with internal systems, safety procedures and regulatory requirements
- Promote a proactive, positive team culture and support succession planning
- Escalate critical service issues to the Head of Service Delivery where required
- Provide regular updates on regional activity and performance
About You
You’ll be a strong people leader with a technical background who thrives in a fast-paced service environment.
Essential
- Mechanical and electrical engineering experience
- Experience managing engineers or operational service teams
- Strong communication and interpersonal skills
- Ability to manage performance and coach team members
- Strong problem-solving and decision-making skills
- Good understanding of health, safety and compliance standards
- Ability to work effectively in a dynamic environment
Desirable
- Experience in service delivery or operations management
- Strong analytical skills and data-driven decision making
- Experience improving service performance metrics such as SLA and First-Time Fix
If you’re a hands-on leader who enjoys developing teams, improving service performance and solving operational challenges, this is an excellent opportunity to join a growing and forward-thinking organisation.
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