Technical Support & Aftersales Manager Bathroom & Plumbing Products About the Role An established supplier within the bathroom and plumbing sector is seeking an experienced Technical Support & Aftersales Manager to lead its customer and technical service function.
This position is ideal for someone with strong knowledge of plumbing, sanitaryware, bathroom systems, or white-goods/appliance products, who has previously worked in a technical support or aftersales environmentbut not IT support.
You will oversee a small technical team, ensure high service standards, and act as the go-to expert for product and installation-related queries.
Key Responsibilities Team Leadership & Performance Lead, mentor, and develop a technical support team to deliver exceptional customer service.
Allocate workload, monitor performance, and conduct regular reviews and training sessions.
Set and maintain KPIs for response times, resolution rates, and customer satisfaction.
Technical Support & Customer Care Provide expert assistance on complex installation or product issuesprimarily bathroom, plumbing, and related systems.
Ensure all enquiries (phone, email, digital channels) are resolved efficiently and professionally.
Maintain up-to-date knowledge of the full product range, including sanitaryware, fittings, and bathroom systems.
Process & Quality Improvement Improve and streamline support processes, documentation, and customer communication.
Identify recurring issues and work with internal teams to resolve root causes.
Update installation guides, troubleshooting resources, and technical FAQs.
Cross-Functional Collaboration Work closely with Sales, Logistics and Quality teams to ensure a smooth customer journey.
Provide product knowledge and technical input for new product launches and promotional activities.
Liaise with suppliers and manufacturers to resolve product or installation-related issues.
Training & Development Deliver technical and product training to customers, trade partners, and internal staff.
Support the development of training programs for new or updated product ranges.
Reporting & Administration Maintain accurate records of enquiries and resolutions through the CRM system.
Prepare performance reports, trend analysis, and improvement recommendations for senior management.
Skills & Experience Required Strong leadership and people-management experience.
Solid technical knowledge of plumbing, heating, bathroom systems, or white-goods/appliance products.
Proven ability to diagnose and resolve product or installation issues.
Excellent communication skills with a customer-first mindset.
Strong organisational, analytical, and reporting abilities.
Comfortable using CRM systems and MS Office tools.
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Skills: after sales mechanical management Benefits: pension