Service Technician - Midlands Team - ICS Cool Energy Ltd

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Where Is The Work

Prioritize engaging with customers. When not directly interacting with customers, collaborate with colleagues in your office.

Position Overview

The Service Technician is responsible for providing exceptional customer service and technical support. This role plays a crucial role to deliver the highest standards of service in the most efficient manner to maintain customer plant and equipment as installed on site covered by our maintenance and service contract. The goal is to maximize service technician productivity and enhance the overall customer experience and improve operational technical processes. Seeking candidates from the North West of England, UK.

Key Responsibilities

Customer and Technical

• Ability to diagnose system problems when servicing products and equipment on assigned projects and customer site visits.
• Attend customer sites to carry out work for Planned Preventative Maintenance (PPM), Customer Breakdowns, Warranty work, Hire and Commissioning workloads.
• Build and maintain strong relationships with customers, acting as a trusted point of contact.
• Collaboration with Service desk, Sales, and Operations Team: Establish strong communication channels to share key customer insights.
• Able to use cutting edge software and technology, along with a variety of hand‑tools, following blueprints or engineering specifications, to diagnose and repair units.
• Reporting and Analysis: Generate regular reports on completed invoiced work orders.
• Customer Relationship Management: Foster strong relationships with customers through exceptional customer service.
• Communications with supervisors, regions service managers and senior technicians, and customers on updates and to drive continuous improvement.

Internal Controls And Administration

• Proven experience in service or field‑based technician role.
• Strong knowledge of customer service principles.
• Excellent interpersonal skills, with the ability to motivate technicians to deliver customer experiences.
• Effective communication skills.
• Analytical thinking and problem‑solving abilities.
• Proficiency in using apps, diagnostic software, and MS Office Suite.

Skills And Capabilities

• Knowledge of manufacturing industry an advantage.
• People and communication skills with a positive mindset.
• Able to work with minimal supervision.
• Appropriate skilled based certificates with F‑Gas.
• Able to cover standby and call‑outs on a planned scheduled basis to include weekday, weekends and bank holiday.
• Proficient in using Microsoft Office Suite.
• UK Driver\’s licence as a company vehicle will be allocated.
• Right to Work status confirmed for Country of application.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.