Divisional Technical Support & Aftersales Manager

Location: Dublin West

Industry: Bathrooms/Plumbing

Working Model: Office based, Monday to Friday, some travel required (must have own transport)

Type: Full-Time, Permanent

About the Company

Our client is part of a long-established Irish group supplying premium bathroom and sanitaryware products to the trade and retail market. Known for reliability, innovation, and exceptional customer support, the company continues to lead the way in technical expertise and aftersales care across Ireland.

About the Role

This is a key leadership position within the Bathroom Division, responsible for managing the technical support and aftersales function. The Divisional Technical Support & Aftersales Manager will oversee a small but skilled team, ensuring customers and installers receive first-class technical assistance, troubleshooting support, and training.

You’ll act as the technical authority for the bathroom product range, leading continuous improvement in customer service standards, product knowledge, and process efficiency.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop the Technical Support team to deliver consistent, high-quality service.
• Manage workload allocation, monitor KPIs, and conduct performance and training reviews.
• Promote a culture of accountability, customer focus, and continuous improvement.

Technical Support & Aftersales

• Provide advanced technical guidance and solutions for complex product and installation issues.
• Oversee technical enquiries via phone, email, and digital platforms, ensuring prompt and professional resolution.
• Maintain expert-level knowledge of bathroom, plumbing, and sanitaryware systems.

Process & Quality Improvement

• Identify recurring issues and collaborate with Quality and Product teams to implement root-cause solutions.
• Maintain and update technical documentation, installation guides, and FAQs.
• Drive operational efficiency within the technical support function.

Cross-Functional Collaboration

• Partner with Sales, Logistics, and Marketing teams to ensure a seamless customer experience.
• Support new product launches with technical insights and training materials.
• Liaise with suppliers and manufacturers to address product-related technical challenges.

Training & Development

• Deliver technical training to customers, trade partners, and internal teams.
• Support the General Manager in rolling out product training and development initiatives.

Reporting & Administration

• Track and report on technical issues, resolutions, and team performance.
• Maintain accurate CRM records and generate insight reports for management.

Skills & Experience Required

• Strong leadership and people management skills.
• Excellent technical knowledge of plumbing, heating, or bathroom product systems.
• Minimum of 3 years’ experience in technical support, plumbing, or a related technical environment, including at least a year in a supervisory role.
• Proven problem-solving ability and confident decision-making under pressure.
• Proficiency in CRM systems and Microsoft Office Suite.



Qualifications:

• Level 7 qualification (or equivalent) in Mechanical Engineering or a related technical discipline.
• Understanding of plumbing and electrical installation standards (desirable).

Personal Attributes

• Professional, calm, and approachable leadership style.
• Customer-focused with a service excellence mindset.
• Methodical and analytical approach to technical challenges.
• Proactive, innovative, and improvement-oriented.

Package & Benefits

• Basic salary circa €70k (DOE)
• Pension scheme
• Smartphone & laptop provided
• Career progression, training, and development opportunities
• Employee Assistance Programme