Salary is negotiable depending on experience.
About the Role:
The Technical Support Aftersales Manager is responsible for leading and overseeing the technical support function for the Division, ensuring the highest standards of customer service, product knowledge, and technical problem resolution.
The role involves management of the technical support team, providing expert guidance on product issues, and working collaboratively with internal departments to uphold the Divisions reputation for quality and reliability across its bathroom product range.
The role is based at RT Large, Bluebell and will involve occasional travel to other sites within the Division, Customer sites, Supplier facilities or trade events.
Key Responsibilities:
Leadership & Management
* Lead, mentor, and develop the Technical Support team to ensure consistent, high-quality customer service and technical expertise.
* Allocate workload, monitor performance, and conduct regular team reviews and training sessions.
* Establish and maintain KPIs for response times, resolution rates, and customer satisfaction.
Technical Support & Customer Service
* Provide advanced technical support and solutions for complex product or installation issues.
* Ensure all technical enquiries—via phone, email, or digital platforms—are handled efficiently and professionally.
* Maintain an expert understanding of all product ranges throughout the Division, including plumbing, sanitaryware, fittings, and bathroom systems.
Process & Quality Improvement
* Implement and continually improve support processes and documentation to enhance customer experience.
* Monitor recurring product or installation issues and liaise with Quality Control and Product Development to identify and resolve root causes.
* Review and update installation guides, troubleshooting manuals, and FAQs to reflect current best practices.
Cross-Departmental Collaboration
* Work closely with the Sales, Logistics, and Quality teams to ensure seamless support across the customer journey.
* Provide technical input to marketing and sales teams for new product launches and promotional activities.
* Collaborate with suppliers and manufacturers to resolve technical issues and support product enhancements.
Training & Development
* Deliver product and installation training sessions to customers, trade partners, and internal teams.
* Support the General Manager in developing technical training programs for new product lines or updates.
Reporting & Administration
* Maintain accurate records of technical enquiries, issues, and resolutions using the company's CRM system.
* Prepare regular reports on team performance, common issues, and improvement recommendations for review by the General Manager.
Skills & Competencies
* Strong leadership and team management skills, with a professional, confident and approachable leadership style.
* Proven ability to diagnose and resolve technical problems effectively.
* Ability to remain calm and methodical under pressure.
* Excellent communication and interpersonal skills, with a customer-focused approach and a commitment to service excellence.
* Strong analytical, organisational, and reporting skills.
* Proactive and innovative approach to improving support processes.
* Competence with CRM systems and Microsoft Office Suite.
Qualifications & Experience
Essential:
* Level 7 qualification in Mechanical Engineering, or experience in a related technical discipline.
* Managerial Experience Experience in a technical support or plumbing role In-depth understanding of bathroom and sanitaryware products, including installation and maintenance
* Candidate must have a full, clean driving licence
Desirable:
* Understanding of plumbing and electrical installation standards and regulations.
Job Types: Full-time, Permanent
Pay: From €60,000.00 per year
Benefits:
* Additional leave
* Bike to work scheme
* Company pension
* Employee assistance program
* Employee discount
* On-site parking
Education:
* Advanced/Higher Certificate (preferred)
Experience:
* Managerial: 2 years (preferred)
* Kitchens Bathrooms or Bedrooms Aftersales: 3 years (preferred)
Licence/Certification:
* B Driving Licence (required)
Work Location: In person