Technical Support Engineer Andover, England
Job description
Först is a brand driven by energy and passion. We are a family, a winning team of like-minded individuals who exist to produce more than woodchippers, together our mission is to back our customers to create a better environment.
Undoubtedly the most innovative, driven and dynamic wood chipper design, sales and production company with a passion to be the best in the field of Arboriculture. The business is focused on accelerating its already impressive growth with new and existing product ranges in the UK and abroad. The company has seen an impressive increase in revenue and machines produced in the past 7 years and is now the largest manufacturer of wood chippers in the UK by a substantial margin. This is a hugely exciting time in the brand's short history of seven years and there are robust product development and expansion plans in place to further cement the already very strong company and brand.
Our Technical Support Engineer plays a crucial role in supporting our growth by providing guidance and technical support to our valued agents, partners, and internal engineers. The role is varied; 50% technical support and 50% hands-on work so it will suit an individual with great problem-solving abilities, who enjoys getting stuck into diagnostic challenges and is proficient in fault finding and making repairs.
This is a new role, it will be the interface with our global dealer network which means it is a key front-line representative of the company brand, mission and values and the person who takes it on will have the potential to shape the future of our role as a valued support partner.
Key responsibilities:
To ensure service and repairs are provided in the most cost-effective and efficient manner while ensuring a customer experience that is second to none.- To proactively engage with all service agents and partners across the Först global network, building great relationships that reinforce our world-class service offering.
- To provide advice and guidance on customer service requests; troubleshoot and identify customer issues and provide recommendations on approved repairs.
- To clearly explain the range of resolutions or options available to the customer, making recommendations based on technical expertise.
- To manage all repair processes, ensuring compliance with service-related bulletins.
- To develop and deliver a detailed work breakdown structure, with defined tasks, resource requirements and schedule for completion.
- To implement a communication plan to ensure a clear understanding of service requests, timelines, and deliverables.
- To complete technical documents to a high standard, including service reports.
- To work closely with the engineering department and project execution team in relation to product improvement.
A description of our ideal candidate:
Previous hands-on experience in an electrical/mechanical workshop setting, using diagnostic equipment to find faults. (Full technical training is provided on all Först products).- Preferably someone with experience working with dealers and agents in a technical support capacity.
- Ideally qualified with an engineering apprenticeship, City & Guilds, NVQ, HNC or equivalent.
- Excellent communication skills, both written and verbal.
- Great organisational skills, with the ability to multitask and prioritise workload, even with newly emerging priorities arising throughout the day.
- Able to identify gaps in knowledge and confidently ask for support to enhance skillset.
- Friendly and professional with the ability to communicate helpfully and explain technical information in a clear and “easy to grasp” manner.
- A fun and outgoing attitude with a desire to support the growth of an industry-leading brand (whilst enjoying professional growth, learning and development at the same time).
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Eager to learn, Ambitious and self-motivated with a natural curiosity and a desire to get stuck in.
Shared Values:
We are Först, our values represent who we are as a company, they guide our decisions, underpin our relationships and govern the way we conduct ourselves and our business. To spread the Först effect on a global scale we need the right type of people on the journey with us. We are proud to hire dynamic people whose values, talent, experience and skills match ours. The Först Values are:
You’ve got our back, we have yours. Whether you are a customer, supplier or colleague we understand that we can’t achieve our mission without you. We’re in this together and we respect each other.
Every Customer is a VIP. We get it. Without delivering first-class customer experiences we won’t retain customers; without customers, we can’t achieve our mission. It’s simple.
Excellence as standard. It’s what we strive for every day, in every area of our business. We build high-performance machines and provide an aftercare service that is second to none because our customers deserve it.
Enjoy the ride. We love this industry, we’re on a journey to sustainable landscapes and livelihoods. Every person who shares this journey with us is vital to it. Enjoy it.
