Aftersales Technical Support Manager
Role Overview
As the Aftersales Technical Support Manager you will oversee all aspects of post‑sale technical support. You will lead a team of specialists, ensure swift and accurate resolution of customer issues, and act as a bridge between technical, sales, and quality teams to maintain high customer satisfaction and product reliability.
Key Responsibilities
* Lead, mentor, and develop a team of technical support professionals.
* Manage workload distribution, set performance goals, and run regular reviews and training.
* Monitor KPIs for response times, issue resolution, and customer satisfaction.
Technical Support & Troubleshooting
* Act as the escalation point for complex technical or installation issues.
* Provide expert‑level advice across a product range including bathroom systems, fittings, and plumbing components.
* Ensure all customer interactions are handled professionally across phone, email, and digital channels.
Process Improvement & Documentation
* Enhance support procedures and documentation to improve customer experience.
* Identify and report recurring technical issues, working with product and quality teams on resolutions.
* Keep all technical materials (guides, FAQs, manuals) up to date and user‑friendly.
Cross‑Functional Collaboration
* liaise closely with sales, logistics, and quality assurance teams to support the end‑to‑end customer journey.
* offer technical input for product launches, marketing content, and customer training programs.
* communicate with suppliers and manufacturers to resolve deeper product or installation issues.
Training & Knowledge Sharing
* deliver training sessions to internal staff, customers, and trade partners.
* support the rollout of new products through technical education and documentation.
Reporting & Systems
* maintain detailed records of support issues and resolutions in CRM systems.
* prepare periodic reports on team performance and recurring issues for senior management.
* strong leadership and people management capabilities.
* excellent technical knowledge of plumbing, sanitaryware, or bathroom systems.
* clear communicator with a strong customer‑first mindset.
* analytical and organised, with solid reporting and CRM skills.
* professional, proactive, and solution‑oriented.
* calm under pressure and confident in decision‑making.
* always looking for ways to improve processes and service delivery.
Qualifications & Experience
* degree (Level 7) in Mechanical Engineering or a related field.
* 3–5 years’ experience in technical support or plumbing, including 1–2 years in a leadership role.
* solid understanding of bathroom products, installation methods, and troubleshooting.
* knowledge of plumbing and electrical installation regulations – desirable.
Benefits
* competitive salary (DOE).
* additional annual leave benefits.
* company smartphone and laptop.
* opportunities for career progression, training & development.
* access to Employee Assistance Program.
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.
celtic careers is proud to be an equal opportunity employer.
#J-18808-Ljbffr