Job Description

Technical Services Administrator

Reporting to:

Service Delivery Manager - Technical Services

Location:

Peterborough

Hours:

40 hours per week

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 Technical Services Administrator, you will be responsible for coordinating and overseeing all aspects of Portable Appliance (PA) Testing and Planned Preventative Maintenance (PPM) visits. Your role will involve planning and scheduling these essential compliance activities, monitoring progress, and handling day-to-day queries to ensure seamless service delivery.

You will act as a key point to internal departments and external customers, ensuring compliance standards are consistently met across all customer sites. A core part of your responsibilities will include managing the daily diaries of the Technical Services engineering team, ensuring that workloads are balanced, appointments are effectively allocated and service levels are maintained to a high standard.

Essential duties and responsibilities:

Act as the primary point of contact for Technical Service Engineers, providing assistance with queries, job details and daily updates to ensure field operations run smoothly.

Take full ownership of managing daily diaries for Technical Service Engineers, including scheduling visits, allocating tasks and responding to any changes or challenges that may arise throughout the day.

Liaise regularly with internal departments as well as external stakeholders to ensure all updates, service notes and communications are accurately recorded in the company database and shared promptly.

Track all open PA Test and PPM service calls, ensuring they are progressing in line with deadlines. Proactively chase updates and close out completed tasks to maintain service efficiency and compliance.

Coordinate the timely and effective delivery of PA Testing and PPM activities across customer sites in line with agreed Key Performance Indicators (KPIs), ensuring quality standards and contractual obligations are consistently met.

Handle customer complaints and service issues with professionalism and empathy. Where necessary, escalate complex or unresolved matters to the Technical Services Manager to ensure prompt resolution.

Compile and produce accurate and insightful reports for both internal teams and external clients such as service performance metrics, compliance tracking and monthly site overviews.

Monitor the release and implementation of software updates for Cobotic kit, working with relevant teams to ensure upgrades are rolled out efficiently and with minimal service disruption.

Participate in regular customer calls, providing updates on service delivery, addressing concerns and discussing any planned maintenance or compliance matters.

Provide coverage for colleagues during periods of absence to maintain seamless workflow within the Service Delivery department.

Contribute to process improvement initiatives and escalate issues to the Technical Services Manager

Qualifications, Experience, and Skills:

Educated to GCSE level or above with a pass in English and Maths (or equivalent).

Excellent telephone manner and communication skills.

Previous experience in a similar customer support, scheduling or administrative role.

Strong customer service skills with attention to detail.

Highly organised and able to work under pressure.

Proficient in Microsoft Office and other relevant software applications, especially Microsoft Excel.

Ability to excel in a fast-paced, agile environment.

Innovative thinker who embraces change and contributes positively to improvements.

Professional demeanour and ability to handle customers effectively.

Job Types: Full-time, Permanent

Benefits:

Company pension Health & wellbeing programme Life insurance On-site parking Private medical insurance Referral programme
Schedule:

Monday to Friday
Work Location: In person