SONAS Bathrooms - Technical Support Manager Department: Technical SupportLocation: Office based role in SONAS HQ, Ballycoolin, Dublin 15Reporting to: Quality and Compliance Manager
About UsSONASis a leading brand and manufacturer of high-quality bathroom products. We arededicated to innovation, design excellence, and customer satisfaction. Ourcore values which guide our actions are Support, Openness, New Thinking,Ambition, and Sustainability. Our Vision is to be the brand that inspires youto reimagine bathrooms. Our Mission is to create long lasting, stylish andsustainable products, expertly crafted; and supported with exceptional customerservice.Role OverviewSonas is seeking an experienced and highly organised TechnicalSupport Manager to lead and develop our Technical Support function. This isa senior operational role responsible for the day-to-day management of thedepartment, overseeing both internal customer support and the nationwide teamof service engineers. The successful candidate will ensure our customersreceive an efficient, professional, and technically accurate service whilesupporting continuous improvements across products, processes, and customerexperience.This role requires strong technical knowledge—ideally withinplumbing, heating, or related building services—paired with provenpeople-management skills and the ability to coordinate resources in afast-paced environment. The Technical Support Manager will act as the primaryescalation 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 ResponsibilitiesDepartment Leadership & Operational ManagementManage 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 SupportOversee 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 OversightOversee 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 SupportWork 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 & ComplianceOversee 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 & CommunicationConduct regular team meetings, performance reviews, Identify training requirements for both internal staff and field engineers and implement structured training programmes.
Skills & Experience RequiredMinimum 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.
DesirableRelevant 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 andtrainingSONAS isknown for its unique culture with strong company values which places ourpeople, customers and business stakeholders at the heart of what we do. SONASBathrooms is an Equal Opportunities Employer. If you have any particularrequirements, we will ensure any reasonable accommodations are implemented aspart of the recruitment and selection process. We value diversity and inclusionin our workplace and want to ensure that all applicants have the sameopportunity regardless of gender, civil status, family status, sexualorientation, age, disability, race, religious belief, or political opinion. Webase all our employment decisions on merit, job requirements and businessneeds.Howto Apply: Interested candidates areinvited to submit their CV via the link