Technical After-Sales Associate

Location: Office-Based | 9:00am - 5:00pm

Join Our Team - Where Technical Expertise Meets Outstanding Customer Care

We are seeking a proactive and technically minded Technical After-Sales Associate to join our growing team. This is an excellent opportunity for someone with hands-on experience in plumbing, bathroom, kitchen sink, tapware or sanitaryware products who enjoys troubleshooting technical issues while delivering exceptional customer service.

This role is ideal for candidates who have worked for, or with, recognised bathroom and kitchen brands and understand the technical requirements of these products. Experience with brands such as CP Hart, Blanco, Franke, Abode, Rangemaster, Caple, Kohler, Kraus, Ruvati, Elkay, Houzer, American Standard, Grohe, Hansgrohe, Villeroy & Boch, Roca, Duravit, Geberit, Crosswater, Bristan, Vado, Perrin & Rowe, The 1810 Company, or similar, would be highly advantageous.

This position combines approximately 70% customer service and 30% technical support, making it perfect for someone who enjoys both customer interaction and problem-solving.

The Role

As the Technical After-Sales Associate, you will be the primary point of contact for customers once products have been delivered. You will provide expert troubleshooting support, coordinate service solutions, and ensure customers receive a positive and professional after-sales experience.

Customer Support & Service Management

• Act as the primary point of contact for after-sales enquiries.
• Manage customer service requests, complaints, warranty claims, and technical queries via phone and email.
• Provide prompt, professional, and effective resolutions.
• Build strong customer relationships and maintain high levels of customer satisfaction.
• Escalate complex technical issues where appropriate.

Technical Support & Troubleshooting

• Diagnose and resolve technical issues relating to plumbing, bathroom, taps, sinks, sanitaryware, and associated products.
• Provide remote guidance on installation, maintenance, and product operation.
• Support customers, installers, retailers, and trade professionals with technical advice.
• Apply structured problem-solving and Root Cause Analysis (RCA) techniques to identify and resolve issues.
• Produce clear technical findings and recommendations.

Spare Parts & Service Coordination

• Coordinate replacement parts and service requirements with warehouse and operational teams.
• Ensure spare parts are accurately identified, ordered, and tracked.
• Maintain service records and documentation.

Administration, Documentation & Reporting

• Process service orders within the ERP system.
• Maintain accurate records of customer interactions, technical investigations, and outcomes.
• Produce service and product performance reports.
• Identify recurring product issues and contribute to continuous improvement initiatives.

What We're Looking For

Essential Experience & Knowledge

• Experience in a technical after-sales, customer service, service engineering, or technical support role.
• Strong knowledge of plumbing, bathroom, kitchen sink, tapware, or sanitaryware products.
• Experience troubleshooting product issues over the phone and via email.
• Ability to read and interpret technical drawings and installation documentation.
• Understanding of industry safety standards and best practice.
• Experience conducting Root Cause Analysis (RCA).

Highly Desirable

• Previous experience working for or with leading bathroom, kitchen, or plumbing brands.
• Experience supporting products from brands such as Grohe, Hansgrohe, Geberit, Duravit, Villeroy & Boch, Franke, Blanco, Abode, Caple, Rangemaster, Crosswater, Bristan, Vado, Perrin & Rowe, or similar premium manufacturers.
• Experience working within a distributor, manufacturer, merchant, showroom, or bathroom retailer environment.

Key Skills

• Excellent technical troubleshooting and diagnostic skills.
• Strong customer service and communication abilities.
• Confident and professional telephone manner.
• Ability to explain technical information clearly to non-technical customers.
• Strong organisational and time-management skills.
• Ability to produce accurate technical reports and documentation.
• Proficient in Microsoft Office and ERP/CRM systems.
• Willingness to travel occasionally for site visits and customer support when required.

What You'll Bring

• A positive, solutions-focused attitude.
• A passion for delivering excellent customer service.
• Strong technical product knowledge and a desire to continuously learn.
• The ability to remain calm and professional when handling complex customer issues.
• A collaborative approach and willingness to support colleagues across the business.

If you have a background in bathroom, plumbing, tapware, sink, or sanitaryware products and enjoy combining technical expertise with outstanding customer service, we'd love to hear from you.