Technical Advisor

**Job Title**: Technical Advisor

**Location**: Based in Andover, Hampshire

**Contract type**: Permanent

**Hours per week**: Full-time

**Salary**: £30-34k

**Reporting to**: Aftersales Operations Manager

**Job Purpose**:
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.

Each one of our valued team members plays a vital role in helping us to advance Arboriculture by delivering customer experiences, products and business partnerships that enable our customers to run their businesses more efficiently. In turn, this achieves our vision to shape a sustainable environment through innovation and customer-focused solutions.

Our Technical Advisor plays a crucial role in driving us forward in the UK and is vital to our department’s mission to turn the planet orange You will be the technical guru taking calls to help our customers with their enquiries and must ensure an incredible customer experience.

**Key responsibilities**:

- Come up with a resolution for the issue within 30 minutes of the call and update the customer with current situation and proposed resolution.
- Raise job cards for the machines with clear details of the issue with the machine, what needs doing, and the parts that will be required, as well as setting an estimated time for job.
- Guide the customer through the process so they are kept well informed of their issue’s status and planned repairs, you will also upsell any proposed chargeable work on their machines from a technical perspective.
- You will have the guidelines to make commercial decisions based on the level of customer you are dealing with in any particular situation, in line with our vision for excellence
- Meet and greet the customers whose machine jobs you have been dealing with, if the machine is coming back to Först Assist workshops to be worked on. On collection you will run through with the customer exactly what has been done to their machine and make sure they feel like a VIP.
- You are a point of contact for Forst service partners when they call in about jobs that we haven’t set up, or about extra work required when on site.You will make decisions as to the best course of action and passing it on for actioning.
- Carry out project work as required such as recalls or service promotions.

**Person specification**:
**Relevant experience**
- Previous experience as technical call handler or in a high-volume technical advisory role
- Dealing with technical cases, ideally in a similar industry (construction, agriculture, manufacturing, engineering)

**Skills**
- Excellent communication skills, both written and verbal
- Quick thinking with the ability to problem-solve
- Multitasking across various cases and clients simultaneously

**Personal attributes**
- Friendly and professional with a ‘can-do’ attitude
- Approachable and happy to get stuck into various tasks as required
- Work well with other internal departments to ensure a seamless process

**Shared values**

At Forst, 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.

Our values are

We’ve got your back.

Whether you are a customer, supplier or colleague we are in this together, and we respect and support each other.

Every Customer is a VIP.

Customers are everything. We aim to deliver a first-class customer experience every single time a customer interacts with Först, wherever they are in the world.

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 our industry, we’re on a journey to become a global brand of choice. Every person who shares this journey with us is vital to it. Enjoy it.

Flexibility:
The post holder must be available to regularly attend the office in Andover to attend team meetings.

This job description is indicative of the range of current duties and responsibilities for the post, it is not comprehensive. It is inevitable that the duties will change to reflect the organisational change and it is essential therefore that it is regarded with a degree of flexibility so that changing needs and circumstances can be met. All changes will be discussed with the post holder. The job description for this post will be reviewed annually.

**Salary**: £30,000.00-£34,000.00 per year

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Andover, SP10 5NS: reliably commute or plan to relocate before starting wor