Technical Support Manager - Building Materials- Kilcullen, Co. Kildare

The Technical Support Manager is responsible for providing expert technical support to customers and prospective clients on the range of KPRO products, including screeds, renders, EWI systems, grouts, repair mortars, and associated construction products and systems.

The role acts as the primary technical interface between the company and its internal and customers, delivering expert support via telephone, email, online platforms, and on-site visits. The successful candidate will manage a team of Technical Support personnel ensuring our customers and prospective clients receive expert technical support in a prompt and professional manner, ultimately achieving sales growth through continued customer satisfaction and product specification.

Key Responsibilities & Accountabilities:

Manage the Customer Technical Support Team to ensure they;

• Provide technical advice and troubleshooting support to customers by telephone, email, video call, and in person.
• Respond promptly to customer enquiries relating to product selection, specification, installation procedures, curing requirements, and performance issues.
• Investigate customer complaints and technical issues, identifying root causes and recommending corrective actions.
• Prepare technical reports following site investigations and customer visits.
• Maintain a high level of technical knowledge across all product ranges.
• Assist in the creation and delivery of staff and client training materials
• Manage the KPRO Inspection & Training teams to ensure they;
• Conduct regular site visits to contractors, builders, applicators, architects, engineers, and distributors.
• Inspect substrate conditions and installation practices to ensure compliance with company recommendations.
• Maintain project files, including site inspection reports, project related correspondence etc.
• Provide on-site demonstrations and practical application training.
• Support major projects through all stages, from specification and product selection to installation and completion.
• Assist the R&D and QC teams with product testing.
• Assist in the preparation of project specific samples.
• Assist in the creation and delivery of staff and client training materials
• Assist in the creation of and manage Customer Support KPI's, surrounding;
• Customer response time.
• Customer satisfaction ratings.
• Resolution rate of technical complaints.
• Number of technical training sessions delivered.
• Site visit activity levels.
• Support provided to specification and sales opportunities.
• Quality and timeliness of technical reports.
• Reduction in repeat product issues and customer claims.

Qualifications & Experience:

Degree, diploma, or equivalent qualification in:

Construction Technology

Civil Engineering

Building Engineering

Construction Management

Materials Science

Or related discipline

Knowledge Requirements:

Cementitious screeds and floor systems.

Renders and facade systems.

Dry mortar manufacturing and application.

Substrate preparation and moisture management.

Construction specifications and standards.

Building pathology and defect diagnosis.

Health and Safety requirements relevant to construction sites.

Quality assurance and complaint investigation processes.