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After Sales Technical Support Manager
1 month ago
Aftersales Technical Support Manager Are you a technically skilled leader with a passion for delivering exceptional customer service in the bathroom or plumbing sector? We are currently seeking anAftersales Technical Support Managerto lead and develop a high-performing technical support team. This is a key role responsible for managing technical enquiries, providing expert solutions, and driving continuous improvement across aftersales support processes. Role Overview As the Aftersales Technical Support Manager, you will oversee all aspects of post-sale technical support. You'll 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 Team Leadership & Performance 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. Skills & Competencies 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 organized, 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. 35 years experience in technical support or plumbing, including 12 years in a leadership role. Solid understanding of bathroom products, installation methods, and troubleshooting. Knowledge of plumbing and electrical installation regulations - Desirable 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 By submitting your CV or personal details, you are providing Celtic Careers consent to process your personal data. In order to service you as a candidate this is required. Celtic Careers may contact you from time to time regarding further opportunities. Celtic Careers will not share your data with third parties without your prior consent. You can withdraw your consent at any time by emailing us at the email address above. For further information please see our Privacy Statement on our website Skills: after sales mechanical and plumbing management Benefits: pension
