Aftersales Technical Support Manager
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About the Role
Location: Newport Street, Plymouth (with international travel required, including occasional short-notice trips and regular distributor reviews within assigned territories).
Hours of work: 07:30 – 16:30 Monday – Thursday, Friday 07:30 – 12:30
We have an exciting opportunity for an experienced Aftersales Technical Support Manager to lead our Technical Group and deliver exceptional support to Princess Distributors and customers worldwide.
This is a customer-facing technical leadership role, responsible for overseeing support delivery, distributor training, and product documentation. You will play a key role in driving service excellence, resolving complex technical issues, and collaborating cross-functionally with Quality, Engineering, and Development to improve product performance and reduce warranty costs.
If you are a hands-on technical leader who thrives in a fast-paced environment and enjoys building high-performing teams, we’d love to hear from you.
Key Responsibilities:
Leadership & Management:
- Lead the day-to-day operations of the Technical Group, ensuring effective prioritisation of support activities
- Support the Head of Aftersales in delivering strategic initiatives and continuous improvement projects
- Drive efficiency, consistency, and strong feedback loops across Quality, Engineering, and Development
- Foster a culture of accountability, collaboration, and high performance
- Manage, mentor, and develop team members, overseeing workload, performance, and skills progression
Technical & Operational Responsibilities:
- Provide expert technical support via CRM, email, phone, and in person
- Support Service Managers with parts identification and clear work instructions
- Manage high-priority and escalated issues, liaising with suppliers where required
- Produce detailed reports on repeat issues, root cause analysis, repair costs, and NPI risk mitigation
- Lead supplier warranty cost recovery activities
- Deliver distributor training on systems and new products
- Oversee scheduling of new product documentation and product films
- Monitor KPIs and manage team performance reporting
Person Specification:
- Proven leadership experience with the ability to build and motivate high-performing teams
- Strong technical expertise with the confidence to diagnose and resolve complex issues
- Excellent communication and interpersonal skills, with the ability to influence cross-functional stakeholders
- High attention to detail, particularly in documentation and reporting
- Confident IT user with experience in CRM systems (e.g. Salesforce)
This is a fantastic opportunity to take ownership of a critical technical function within a collaborative and forward-thinking business. You’ll have the autonomy to shape processes, influence product quality improvements, and make a measurable impact on customer satisfaction and operational performance, with opportunities for international travel.
Closing date: 15th March 2026
Email recruitment@princessyachts.com for further information