After Sales Technical Support Manager
1. Sales & Account Management
2. Sales - Other
3. Dublin
4. Permanent / Full Time
3/11/
5. Degree (Level 7) in Mechanical Engineering or a related field.
6. 3-5 years' experience in afterr sales technical support
7. salary 70K+
Aftersales Technical Support Manager
Are you a technically skilled leader with a passion for delivering exceptional customer service in the bathroom or white goods sector?
We are currently seeking an Aftersales Technical Support Manager to lead and develop a high-performing technical support team. This is a key role responsible for managing technical enquiries, providing expert solutions, and driving continuous improvement across aftersales support processes.
Role Overview
As the Aftersales Technical Support Manager, you will oversee all aspects of post-sale technical support. You'll lead a team of specialists, ensure swift and accurate resolution of customer issues, and act as a bridge between technical, sales, and quality teams to maintain high customer satisfaction and product reliability.
Key Responsibilities
Team Leadership & Performance
8. Lead, mentor, and develop a team of technical support professionals.
9. Manage workload distribution, set performance goals, and run regular reviews and training.
10. Monitor KPIs for response times, issue resolution, and customer satisfaction.
Technical Support & Troubleshooting
11. Act as the escalation point for complex technical or installation issues.
12. Provide expert-level advice across a product range including bathroom systems, fittings, and plumbing components.
13. Ensure all customer interactions are handled professionally across phone, email, and digital channels.
Process Improvement & Documentation
14. Enhance support procedures and documentation to improve customer experience.
15. Identify and report recurring technical issues, working with product and quality teams on resolutions.
16. Keep all technical materials (guides, FAQs, manuals) up to date and user-friendly.
Cross-Functional Collaboration
17. Liaise closely with sales, logistics, and quality assurance teams to support the end-to-end customer journey.
18. Offer technical input for product launches, marketing content, and customer training programs.
19. Communicate with suppliers and manufacturers to resolve deeper product or installation issues.
Training & Knowledge Sharing
20. Deliver training sessions to internal staff, customers, and trade partners.
21. Support the rollout of new products through technical education and documentation.
Reporting & Systems
22. Maintain detailed records of support issues and resolutions in CRM systems.
23. Prepare periodic reports on team performance and recurring issues for senior management.
Skills & Competencies
24. Strong leadership and people management capabilities.
25. Excellent technical knowledge of plumbing, sanitaryware, or bathroom systems.
26. Clear communicator with a strong customer-first mindset.
27. Analytical and organized, with solid reporting and CRM skills.
28. Professional, proactive, and solution-oriented.
29. Calm under pressure and confident in decision-making.
30. Always looking for ways to improve processes and service delivery.
Qualifications & Experience
31. Degree (Level 7) in Mechanical Engineering or a related field.
32. 3–5 years' experience in technical support including 1–2 years in a leadership role.
33. Solid understanding of bathroom products, installation methods, and troubleshooting.
34. Knowledge of plumbing and electrical installation regulations - Desirable
Competitive salary (DOE)
Additional annual leave benefits
Company smartphone and laptop
Opportunities for career progression, training & development
Access to Employee Assistance Program
If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.
Celtic Careers is proud to be an Equal Opportunity Employer