Customer Support | Account Manager (Mechanical)
OutThere RPO
March 29, 2026
Full-time
On-site
Andover, Hampshire, United Kingdom
Sales & Commercial
Först Woodchippers is a leading manufacturer of high performance woodchippers, driven by innovation, energy and a genuine passion for our products. Based in Andover, we operate across two dedicated sites: one focused on the production and assembly of new machines and the other led by our expert engineering team, specialising in repairs and refurbishments.
You'll be the face of Först Assist.
You'll be the face of Först Assist.
You are the first point of contact our customers have with our aftercare service and play a vital role in delivering the Först experience. Every customer interaction is an opportunity to reinforce why they chose Först in the first place.
Customers trust Först because our machines perform. They stay with Först because of the service we provide.
In this role, you will take technical support calls, diagnose issues, guide customers through solutions and coordinate the next steps where further work is required. Your technical knowledge, communication skills and commercial awareness will ensure that problems are solved quickly and customers feel supported every step of the way.
Your goal is simple: turn problems into positive experiences and keep customers moving.
Key Responsibilities
Key Responsibilities
Customer Support & Technical Advice
- Handle incoming customer calls and emails, logging support tickets and diagnosing technical issues.
- Troubleshoot machine faults over the phone wherever possible, using your mechanical knowledge and problem-solving ability.
- Work quickly to identify the issue and communicate a clear proposed resolution to the customer, ideally within 30 minutes of the initial call where possible.
- Ensure every customer interaction reflects the Först standard of service: professional, efficient and supportive.
Job Coordination & Resolution Management
- Raise detailed job cards with clear descriptions of faults, required repairs and parts needed.
- Set realistic estimated times for work and ensure this information is passed accurately to the Först workshop team or authorised service partners.
- Act as the customer’s single point of contact until a resolution has been agreed and work has been scheduled.
- Liaise with Först service partners when they call regarding jobs not yet logged or when additional work is identified on site.
- Make informed decisions on how work should progress, ensuring the quickest route to a successful outcome for the customer.
Customer Communication & Commercial Awareness
- Prepare estimates for chargeable work and seek customer approval before progressing.
- Where additional work is identified during repairs, explain the technical reasoning to the customer and obtain approval before proceeding.
- Provide clear, honest and confident technical advice that helps customers make informed decisions.
Customer Experience
- Meet and greet the customers when their machines are brought into the Först Assist workshop.
- Ensure customers understand what work has been completed on their machine when they collect it.
- Maintain the Först reputation by ensuring every customer leaves feeling confident in both the machine and the service they have received.
Service Excellence
- Follow Först Assist process while maintaining flexibility to solve problems quickly and effectively.
- Make commercial decisions within agreed guidelines to achieve the fastest route to a satisfied customer.
- Support service-related requests from other departments when required.
- Assist with project work such as product recalls, service campaigns or service
Skills, Knowledge and Expertise
We are looking for someone who is organised, practical and solutions-focused.
You will be confident dealing with customers, able to think clearly under pressure and motivated to get problems solved quickly.
Key attributes include:
- Strong attention to detail
- Highly organised and able to manage multiple tasks
- Confident communication skills
- Strong problem-solving ability
- Time management and prioritisation skills
- Ability to remain calm and professional when dealing with customer issues
- Positive attitude and strong team ethic
- A genuine commitment to delivering outstanding customer service
Experience & Skills:
- Good mechanical knowledge (formal qualifications not essential)
- Knowledge of machinery, plant equipment or similar mechanical systems
- Experience providing customer support or technical services
- Full UK driving licence
- Ability to diagnose mechanical, electrical and hydraulic faults
- Understanding of machinery maintenance and servicing
- Strong communication skills with the ability to explain technical issues clearly