SONAS Bathrooms – Technical Support Manager
Department:
Technical Support
Location:
Office based role in SONAS HQ, Ballycoolin, Dublin 15
Reporting to:
Quality and Compliance Manager
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
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.
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.
Oversee operational performance within the Whirlpool department, ensuring service levels and compliance standards.
Drive process improvements to reduce lead times, enhance quality control, and support overall efficiency.
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.
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.
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.
Qualifications
Minimum 2 to 3 years of proven experience in a technical support, field service, or service management role.
Strong technical knowledge—ideally within plumbing, heating, or related building services.
Proven people-management skills and the ability to coordinate resources in a fast-paced environment.
Experience as a primary escalation point for complex issues and overseeing compliance and quality standards.
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