SONAS Bathrooms - Technical Support Manager
Department: Technical Support
Location: Office based role in SONAS HQ, Ballycoolin, Dublin 15
Reporting to: Quality and Compliance Manager
About Us
SONAS
is a leading brand and manufacturer of high-quality bathroom products. We are
dedicated to innovation, design excellence, and customer satisfaction.
Our
core values which guide our actions are Support, Openness, New Thinking,
Ambition, and Sustainability. Our Vision is to be the brand that inspires you
to reimagine bathrooms. Our Mission is to create long lasting, stylish and
sustainable products, expertly crafted; and supported with exceptional customer
service.
Role Overview
Sonas is seeking an experienced and highly organised Technical
Support Manager to lead and develop our Technical Support function. This is
a senior operational role responsible for the day-to-day management of the
department, overseeing both internal customer support and the nationwide team
of service engineers. The successful candidate will ensure our customers
receive an efficient, professional, and technically accurate service while
supporting continuous improvements across products, processes, and customer
experience.
This role requires strong technical knowledge—ideally within
plumbing, heating, or related building services—paired with proven
people-management skills and the ability to coordinate resources in a
fast-paced environment. The Technical Support Manager will act as the primary
escalation point for complex issues, oversee compliance and quality standards,
and work closely with multiple internal teams including Product Development,
Sales, Operations, and Quality Assurance.
Key Responsibilities
Department Leadership & Operational Management
* Manage
the day-to-day running of the Technical Support Department, ensuring
efficient workflows, timely responses, and consistent service standards.
* Provide
leadership, direction, and support to both office-based technical staff
and field service engineers operating throughout Ireland and the UK.
* Develop
clear departmental procedures and ensure adherence to efficient, and
well-documented processes.
* Continually
monitor resource allocation, service performance, and customer demand,
adjusting priorities as required.
Customer & Field Support
* Oversee
internal customer service teams, ensuring professional handling of
queries, complaints, and product support requests.
* Guide
service engineers on technical challenges encountered onsite, providing
escalation support where required.
* Utilise
plumbing and product knowledge to troubleshoot issues remotely and provide
accurate technical advice.
* Maintain
ownership of high-level or complex customer cases, ensuring timely and
satisfactory resolution.
Whirlpool Department Oversight
* Oversee
operational performance within the Whirlpool department, ensuring service
levels, compliance standards.
* Drive
process improvements to reduce lead times, enhance quality control, and
support overall efficiency.
Product & Market Support
* Work
in close collaboration with the Product Development team, contributing
practical field insights to inform product improvements, testing, and
future product launches.
* Provide
structured feedback to the business on recurring issues, failure patterns,
and opportunities for product enhancement.
* Support
Sales Representatives across Ireland and the UK by providing expert backup
for customer visits or technical queries.
Quality, Reporting & Compliance
* Oversee
market surveillance activities and create detailed reports on product
performance, recurring issues, and customer feedback trends.
* Ensure
all technical documentation, manuals, troubleshooting guides, and
installation instructions are accurate and up to date.
* Support
compliance with relevant industry standards, safety regulations, and
company policies.
* Review
warranty claims and service cases to identify improvement opportunities,
training needs, or quality concerns.
Team Development & Communication
* Conduct
regular team meetings, performance reviews,
* Identify
training requirements for both internal staff and field engineers and
implement structured training programmes.
Skills & Experience Required
* Minimum
2 to 3 years of proven experience in a technical support, field service,
or service management role, ideally within plumbing, HVAC, building
products, or a similar technical industry.
* Strong
understanding of plumbing systems and the ability to diagnose and guide
resolutions to both common and complex issues.
* Minimum
of 2 to 3 years previous management experience, with a demonstrated
ability to lead, motivate, and develop diverse teams.
* Excellent
communication skills, with the ability to convey technical information
clearly to both technical and non-technical audiences.
* Strong
problem-solving abilities with a proactive, solutions-focused mindset.
* High
level of organisation and the capacity to manage multiple priorities
simultaneously.
* Competency
in report creation, data analysis, and performance tracking.
* Customer-focused
attitude with a commitment to quality and service excellence.
Desirable
* Relevant
technical qualifications in plumbing, mechanical engineering, or similar
field.
What We Offer:
·
Salary €55,000 - €60,000, DOE
·
Company pension
·
23 days annual leave
·
Opportunities for professional growth and
training
SONAS is
known for its unique culture with strong company values which places our
people, customers and business stakeholders at the heart of what we do. SONAS
Bathrooms is an Equal Opportunities Employer. If you have any particular
requirements, we will ensure any reasonable accommodations are implemented as
part of the recruitment and selection process. We value diversity and inclusion
in our workplace and want to ensure that all applicants have the same
opportunity regardless of gender, civil status, family status, sexual
orientation, age, disability, race, religious belief, or political opinion. We
base all our employment decisions on merit, job requirements and business
needs.
How
to Apply: Interested candidates are
invited to submit their CV via the link