Aftersales Technical Support Manager
overview
We are seeking an experienced
Technical Support & Aftersales Manager
with strong mechanical and troubleshooting capabilities to lead a technical support function within a growing bathroom and building products division.
This role is ideal for someone with a
mechanical or technical qualification
, hands-on installation knowledge, and a passion for problem-solving and customer support. You will oversee a small technical team, manage complex technical enquiries, collaborate with engineering and product teams, and ensure customers receive industry-leading service.
Key Responsibilities
Leadership & Team Management
* Lead, mentor, and support a team of technical advisors.
* Oversee workload distribution, performance reviews, and ongoing staff training.
* Set and monitor KPIs for response time, resolution quality, and customer satisfaction.
Technical Support & Customer Service
* Act as the escalation point for advanced technical and mechanical issues, particularly relating to plumbing, sanitaryware, and bathroom systems.
* Troubleshoot installation, performance, or product integration issues with customers, installers, and trade partners.
* Ensure all enquiries (phone, email, digital platforms) are resolved efficiently and professionally.
Process & Quality Improvement
* Develop and enhance support procedures, documentation, and troubleshooting resources.
* Identify recurring product or installation challenges and work with internal quality and product teams to recommend improvements.
* Review and update installation manuals, FAQs, and technical bulletins.
Cross-Functional Collaboration
* Work closely with sales, logistics, and product teams to ensure smooth communication throughout the customer journey.
* Provide technical insights during new product launches or updates.
* Liaise with external suppliers and manufacturers to resolve complex technical cases and support product development.
Training & Industry Support
* Deliver hands-on product and installation training to customers, installers, and internal teams.
* Assist with the creation and rollout of training programmes for new products.
Reporting & Administration
* Maintain detailed logs of technical cases, resolutions, and feedback through the company CRM.
* Prepare periodic reports outlining team performance, recurring issues, and recommended improvements.
Skills & Competencies
* Strong mechanical and technical problem-solving skills.
* Knowledge of plumbing systems, sanitaryware, heating, or related mechanical/electrical disciplines.
* Ability to diagnose, explain, and guide customers through technical challenges.
* Excellent communication skills with a customer-first attitude.
* Strong organizational, analytical, and reporting skills.
* Proficient with CRM systems and standard office software.
Qualifications & Experience
Essential
* Level 7 qualification (or higher) in
Mechanical Engineering
, Building Services Engineering, or a similar technical discipline.
* 3–5 years' experience in a technical support, plumbing, mechanical services, or field engineering role.
* Experience in a supervisory, team lead, or management capacity.
* Strong understanding of bathroom, plumbing, or mechanical installation practices.
Desirable
* Knowledge of plumbing and electrical installation standards/regulations.
* Experience in aftersales or technical support within building products, mechanical components, or similar technical environments.
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.
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