Job Description: Aftersales Support ManagerPosition OverviewThe Aftersales Support Manager is responsible for leading and managing the aftersales support team to deliver exceptional customer service, ensure adherence to service level agreements (SLAs), and drive continuous improvement across support operations. This role requires strong leadership, excellent customer relationship management skills, and the ability to handle escalations with professionalism. The Aftersales Support Manager will also act as a key liaison between customers, internal teams, and the Aftersales Service Manager to ensure seamless service delivery.Key ResponsibilitiesTeam Leadership & ManagementLead, support, and motivate the aftersales support team, fostering a high-performance and customer-focused culture.Conduct regular team check-ins, performance reviews, and coaching sessions to support development.Ensure effective team coverage by maintaining and managing shift patterns.Customer Relationship ManagementBuild and maintain strong client relationships to ensure ongoing satisfaction with support services.Act as the primary escalation point for complex or high-priority customer queries.Represent the aftersales support function in customer meetings as required.Service Delivery & SLA AdherenceCollaborate with the Aftersales Service Manager to ensure SLA commitments are consistently achieved.Monitor support case management, ensuring timely follow-up and resolution of open and critical cases.Identify recurring issues, trends, and opportunities to enhance service quality and efficiency.Operational CoordinationOversee the creation and maintenance of the team's shift schedules to ensure complete coverage.Ensure smooth handovers between shifts with accurate and consistent record-keeping.Escalation & Out-of-Hours SupportTake ownership of urgent and high-priority escalations, driving resolution in a timely manner.Provide out-of-hours availability for critical support issues as part of the role's core responsibilities.Collaboration & CommunicationWork closely with the Aftersales Service Manager and cross-functional teams to align support operations with business objectives.Provide regular updates on team performance, customer issues, and service delivery.Reporting & AnalysisTrack key performance indicators (KPIs) and contribute to the preparation of service performance reports.Deliver insights on trends, bottlenecks, and areas for service improvement.Training & Knowledge SharingSupport the onboarding and mentoring of new team members.Promote knowledge sharing within the team to ensure up-to-date expertise in systems, products, and support practices.Qualifications & SkillsProven experience in managing customer support or aftersales teams.Strong leadership, coaching, and people management skills.Excellent communication and customer relationship management abilities.Solid understanding of SLA-driven environments and support operations.Ability to manage escalations with a calm, solution-focused approach.Strong analytical skills with the ability to interpret data and drive improvement initiatives.Flexibility to provide out-of-hours support as required.Job Type: Full-timeBenefits:Additional leaveCompany eventsCompany pensionEmployee assistance programFlexitimeOn-site parkingExperience:Customer service: 5 years (preferred)Work authorisation:Ireland (required)Location:Monaghan, CO. Monaghan (required)Work Location: In person