Product Customer Support Manager - Industrial Building Coatings

JR United Kingdom; Gloucester; On-site; GBP 45,000 - 55,000; Full time

Job summary

A company based in Nailsworth is seeking a Product Support Manager to oversee customer support for their industrial coatings line. This role involves troubleshooting, training, and collaborating with internal teams to enhance product offerings. The ideal candidate will have extensive experience in the roofing or coatings industry and possess strong communication skills.

Benefits

WPA Health Provision for prescriptions, eye tests and dentistry

22 days paid leave + statutory days

Statutory pension

Bonus structure of 50% OTE

Qualifications

• Minimum of 5 years in roofing, coatings, or construction materials industries.
• Hands-on experience with liquid-applied roof coatings.
• Strong knowledge of roofing systems and coating application methods.

Responsibilities

• Lead customer technical support initiatives for coatings.
• Develop and deliver product training programs.
• Ensure compliance with relevant building codes and safety standards.

Skills

Technical support

Customer service

Communication

Presentation

Education

Degree in Construction Technology, Materials Science, or Engineering

Tools

MS Office

Job description

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Client:

Location:

gloucester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

1

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

Location: Nailsworth - office based

Reports To: Managing Director

+ We are looking for...

A highly knowledgeable and customer-oriented Product Support Manager to lead technical customer support initiatives for our industrial buildings coatings product line. This role bridges product knowledge, customer service, and field application expertise*, ensuring customer satisfaction and product performance through expert guidance, troubleshooting, and training

*this does not necessarily mean hands on application experience, but knowledge of the substrates coatings are applied to.

This Nailsworth office based role will really suit someone who enjoys getting under the skin of ‘roof to floor’ coating systems and products to understand the delivery needs and requirements of our contractors, specifiers and building owners. The right person will be on hand to support clients and the wider office team with technical product knowledge, using their skills to develop product offering and write and/or adapt data sheets.

People who are passionately curious in understanding and developing knowledge in the eco Systems we provide, the technologies and opportunities to develop the offering.

The role will suit someone who wants to be part of an experienced team that brings together shared knowledge to expand contractor relationships, exceed customer expectations and develop solutions to better the service element of the company.

+ Where you may be moving from…

You may have had a role previously; Within the technical and product development team in a Coatings Manufacturer.

+ This is a field role that requires;

Technical Product Support & Troubleshooting

• Serving as the primary point of contact for technical product inquiries related to roof coatings from specifiers, contractors and sales teams.
• Providing timely and accurate troubleshooting and product application guidance via phone or email.
• In depth knowledge of roof coating products and systems. What they are used for, how they are applied, how they work with other systems or previous treatments

Product Training & Education

• Develop and deliver product technical training programs (in-person and virtual) for internal teams, applicators, and distributors.
• Write product technical data documents, guides, and presentations to enhance understanding and correct usage of roof coating systems.

Product Development & Feedback

• Collaborate with R&D and product management by relaying field insights, performance issues, and opportunities for innovation.
• Occasionally assist in testing and validation of new roof coating formulations or system enhancements.

Regulatory & Quality Assurance

• Ensure compliance with relevant building codes, environmental regulations, and safety standards.
• Support warranty evaluations and documentation based on field data and application practices.

+ Education and Experience

Education:

Degree or qualification in Construction Technology, Materials Science, Engineering, or related field. Equivalent industry experience may be considered.

Experience:

• Minimum of 5 years in roofing, coatings, or construction materials industries.
• Hands-on experience with liquid-applied roof coatings (e.g., acrylic, silicone, polyurethane, or bituminous systems).
• Previous technical support, product management, or field training experience preferred.
• Strong knowledge of roofing systems, surface preparation, coating application methods, and weather impact.
• Excellent communication and presentation skills.
• Ability to interpret product technical data sheets, safety data sheets, and construction drawings/specs.
• Proficient in MS Office; CRM or support ticket system experience a plus.
• Willingness to present CPDs and training programmes. Mainly office based but in the future potentially on-site.

+ Compensation and Benefits

• Competitive salary between £45,000 to £55,000
• Bonus 50% OTE
• WPA Health Provision for prescriptions, eye tests and dentistry
• 22 days paid leave + statutory days
• Statutory pension

+ Are we the right fit for you

Alltimes Coatings believes in a friendly, collaborative communication between the whole team. Every member has valued input to the contractor and specifier customer journey, bringing different skills and personalities which naturally gel together. The office based support team are highly knowledgeable about the Systems we provide and the intricacies of industrial roofs and are just one part of the customer journey and experience.

Due to having members of the sales team remote working, communication between departments is key, and we have enablers to make this happen seamlessly

Alltimes Coatings is a fast growing company and the role is for someone to help with expansion in the area advertised. Our growth has been huge in recent years based on 2 key areas… Firstly, our systems are not ‘me too’ – we strive to make them superior to the competition via the eco status and generally quality nature. Secondly our service is what stands us apart, we want to be seen as partners, not suppliers. We often get new clients choosing our system and recommending and converting to Alltimes based on the fact we go above and beyond with providing solutions but also service that they can rely on and really benefit from

Lastly, we care – we care about our employees, we are not controlled by rigid processes so we can be adaptable to reward focussed. We care about our partners, again, we are adaptable to giving our customers what they specifically need, not a process mapped out for one size fits all