Technical Support Manager

A leading manufacturer and supplier of innovative surface drainage solutions, providing high performance systems for commercial, infrastructure, industrial, and landscaping projects.

As part of our continued growth, we are seeking a Technical Support Manager to join our team and provide technical expertise that supports both our customers and sales organization.

Role Purpose The Technical Support Manager will play a pivotal role in supporting the specification and sales of linear drainage systems. The role will be responsible for preparing project designs, drainage calculations, material take-offs, and technical proposals, while acting as a key technical resource for customers, consultants, contractors, and the sales team. The role will also encompass technical training, management of technical enquiries, and the investigation and resolution of customer complaints.

Key Responsibilities: Technical Design & Project Support Prepare project-specific designs and layouts for drainage systems and other associated comprehensive rainwater management products. Produce accurate material take-offs, bills of quantities, and drainage schedules. Review engineering drawings, site plans, and project specifications to identify suitable drainage solutions. Provide technical recommendations and product selections in accordance with project requirements and relevant industry standards. Support consultants, architects, contractors, civil engineers, and end-users with technical advice and design assistance. Develop and maintain standard design details, technical drawings, and specification documents. Liaise with technical and manufacturing teams both in the UK and the wider Group where specialist input is required.

Sales Support Act as the primary technical support resource for the sales team. Assist in the development of project specifications and technical proposals. Support key project opportunities from concept through to order placement. Attend customer meetings and project reviews where technical expertise is required. Work closely with Area Sales Managers to identify opportunities and secure project specifications.

Training & Product Education Develop and deliver technical training programmes for internal and external sales teams. Conduct product and application training for external customers, distributors, contractors, engineers, and consultants. Create technical presentations, training materials, and product guidance documents. Ensure sales personnel remain informed of product developments, installation best practices, and industry standards.

Technical Enquiries Manage incoming technical enquiries via telephone, email, and other communication channels. Provide timely, accurate, and practical technical support to customers and colleagues. Maintain records of enquiries and technical solutions provided via CRM. Escalate complex issues where necessary and ensure effective follow-up.

Complaint Resolution & Technical Investigations Investigate product performance concerns and customer complaints. Coordinate with customers, sales personnel, suppliers, and manufacturing teams to identify root causes and implement corrective actions. Prepare technical reports detailing findings and recommendations. Ensure that complaints are resolved professionally and within agreed timescales. Identify recurring issues and contribute to continuous improvement initiatives.

Skills/Experience Required:

Essential Experience Experience within construction, civil engineering, drainage, infrastructure, or related technical industry. Experience in drainage design and working with hydraulic design software. Experience providing technical support to customers and sales teams. Understanding construction project processes and stakeholder requirements. Experience delivering presentations and technical training.

Essential Skills Strong technical and analytical capabilities. Excellent communication and presentation skills. Ability to explain technical concepts to both technical and non-technical audiences. Strong organisational and planning abilities. Proficiency in Microsoft Office applications including the use of CRM systems. Excellent customer service and problem-solving skills. Ability to work independently and as part of a team.

Desirable Qualifications & Experience Engineering qualification in Civil Engineering, Construction, Mechanical Engineering, or related discipline. Experience using AutoCAD or similar drawing software. Knowledge of drainage design principles and hydraulic calculations. Experience working within a specification sales environment. Understanding of highways, rail, infrastructure, or commercial construction projects.