FESM in Jacksonville, FL at Reddy Ice

Date Posted: 5/10/2020

Job Snapshot

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Job Description

Job Requisition


Worker Time Type

Full time

Worker Sub-Type



Job Description


The Field Equipment Service Manager (FESM) hires, trains, and supervises the Field Equipment Service Technicians (FEST) and Retail Merchandisers (RM) to ensure that all field service equipment, including all Ice Factory Systems, Easy Ice, and DSD Merchandisers and related components, are performing at maximum productivity.  This position also works in alignment with the Director of Refurbishment and Parts Manager to keep all field equipment operating at peak performance.  The position reports directly to the Market Manager on the day-to-day servicing of customer needs, but is responsible to the VP of Field Equipment Service in executing to all Reddy Ice operating standards, including those relating to business processes and equipment condition.


1. Manage the work of FESTs and RMs on a daily basis, including:

a. Schedule daily service calls for FESTs who repair equipment, conduct preventive maintenance, or clean equipment, among other activities.

b. Schedule RMs who visit stores multiple times per week, ensure ice bags are optimally stacked, make minor repairs and adjustments to equipment, clean equipment, perform scheduled sanitization, and note more serious technical problems.

2. Oversee FEST and RM job performance, including:

a. Inspect field equipment that the FESTs and RMs have worked on, or worked with

b. Track FESM and RM performance through metrics

c. Provide FEST and RM employees with regular coaching and performance management feedback, conduct annual performance reviews as required.

d. Directly hire FEST and RM employees at all market locations.

3. Responsible for verifying that all equipment meets company operating standards, including sanitary and regulatory requirements, and advising senior management of any changes in regulatory requirements.

4. Provides oversight for all equipment installations, de-installations or swap outs.  Coordinates installation project management with other Reddy Ice staff, including refurbishment center personnel, customer service and sales.

5. Works closely with plant operations to maintain customer on hand ice inventory.

6. Manages parts and equipment inventory so FESTs and RMs have the necessary tools and items to complete their jobs.

7. Responsible for all aspects of FEST and RM technical training, including:  

a. Partners FESTs and RMs with more experienced coworkers so they can observe and receive live instruction and training.

b. Provides FESTs with direct access to subject matter experts across the country to assist with technical questions.

c. Verifies that all new FESTs and RMs receive adequate initial training and onboarding.

d. Acts as a central point of contact for suggestions for process improvement; compiles these suggestions and shares them with peers to help maintain national SOPs.

8. Adhering to the Code of Business Ethics and individual store policy and procedure is essential.  We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.

9. Drives a safety-oriented culture, and verifies that operations are performed according to corporate policy.  Emphasizes safety programs and initiatives, tracks and monitors safety metrics and communicates metrics, and investigates and reviews accidents and injuries.  Complies with all company, federal, state, and local guidelines for quality, environmental, and safety standards.

10. Verifies that all equipment deployed in the field meets Reddy Ice’s uncompromising and high hygienic and cleanliness standards.  Stays current with all local and national government or industry hygienic standards.  Advises all local staff and the Market Manager of any changes in government or industry hygienic standards to help ensure proper compliance.

11. Have Fun!  Develop an innovative and energetic culture.  The FESTs and RMs should be challenged, have opportunities for career progression, should enjoy coming to work each day, and above all should be proud of the work they do each day.







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