Technical Customer Support Specialist

Forst is the UK and Europe’s leading Woodchipper manufacturer. We are a super cool brand selling super cool products to a super cool bunch of customers. We make a great machine which is best in class, but the other thing which stands us apart is our customer service offering through 'Forst Assist'.

As the face of the Forst Assist department, you will be the first point of contact for customers—delivering not just technical support, but a premium experience. You embody our belief that every customer is a VIP. With strong technical knowledge and high emotional intelligence, you will take incoming calls, resolve issues efficiently, and ensure customers are left feeling supported, valued, and glad they got out of bed that day. You are not just support—you are the second sale and an integral part of the Forst customer experience.

• Act as the first responder to customer calls and emails, diagnosing technical faults and providing troubleshooting guidance remotely.
• Resolve issues within 30 minutes where possible, and clearly communicate the situation and next steps to the customer.
• Create detailed job cards outlining the fault, required parts, and estimated repair time. Coordinate with Forst workshops or approved service partners to ensure swift resolution.
• Maintain ownership of each case, acting as the single point of contact for the customer from first call to resolution.
• Support service partners by taking incoming calls about unlogged jobs or additional work needed, and making appropriate decisions on how to proceed.
• Generate estimates for chargeable work and seek customer approval before assigning jobs for execution.
• Upsell additional maintenance or repair work when identified, providing a technical justification to the customer.
• Greet and manage customer visits for workshop-based repairs, ensuring they receive a professional handover on job completion.
• Use established guidelines to make commercial decisions that reflect our vision: 'What is the quickest way to a happy customer?'
• Collaborate with other departments and handle cross-functional service-related requests quickly and effectively.
• Lead or support project-based initiatives such as recalls, service campaigns, or promotions.

• Strong technical background with mechanical, electrical, and hydraulic knowledge.
• Highly organised and efficient; able to juggle multiple high-priority tasks simultaneously.
• Positive, enthusiastic team player and cultural fit.
• Strong verbal and written communication skills, with confidence in negotiation and customer persuasion.
• Excellent time management and planning abilities.
• Ability to build lasting customer relationships, even under pressure.
• Commitment to company values and loyalty to the leadership team.

• Experience: Extensive hands-on mechanical experience with relevant qualifications; Background in field-based service roles with a strong customer focus.
• Skills: Full UK driving licence; Diagnostic and repair expertise across mechanical, electrical, and hydraulic systems; Experience maintaining and repairing plant and machinery.
• Personal Attributes: Friendly, professional, and resilient with a 'can-do' mindset; Committed to delivering a consistently high standard of customer care; Willingness to travel and provide exceptional service across multiple locations.

What you’ll get: A proactive, no-nonsense team who love what they do; Loads of variety and real hands-on experience; The chance to learn and grow with a fast-moving brand; Company wide bonus scheme; Competitive salary, 22 days holiday, company events, and some fun along the way.