Due to growth this is a new position offering a real opportunity to contribute to an established and successful business at a time of unprecedented growth. In addition to a generous salary, we also offer long term career prospects and personal development within a vibrant fast paced environment with cutting edge Solutions into Aviation, Maritime and Military markets.
Responsibilities:
· Ensure efficient and effective handling of customer inquiries, technical issues, complaints, and warranty claims.
· Coordinate all after-sales service activities, including field maintenance visits, repairs, spare parts supply, and logistics for global customers.
· Proactively contact existing customers to identify requirements for spare parts, preventative maintenance, system upgrades, and service-level agreements.
· Develop, maintain, and strengthen long-term customer relationships with aviation authorities, defence agencies, integrators, and commercial partners.
· Implement upselling techniques to increase revenue from after-sales services, including extended warranties, maintenance contracts, and software/hardware upgrades.
· Prepare detailed cost estimates for after-sales services and spare parts, and develop professional commercial proposals for service agreements, upgrades, and lifecycle support offerings.
· Analyse cost drivers (labour, logistics, materials, subcontractors) to ensure proposals are accurate, competitive, and aligned with internal profitability goals.
· Collaborate closely with engineering, production, logistics, quality, and project management teams to ensure seamless coordination of all after-sales activities.
· Use CRM, ERP, and service management software to track customer interactions, system performance data, sales history, open tickets, and warranty cases.
· Stay up-to-date with industry trends, ICAO/Eurocontrol standards, Mode-S developments, cybersecurity requirements, and best practices in radar lifecycle support.
· Maintain high levels of professionalism and communication etiquette in all customer interactions (phone, email, in-person).
· Support tender processes by preparing after-sales sections such as costing, maintenance plans, spare parts lists, and lifecycle support strategies.
· Train customers on system operation and routine maintenance where required.
· Manage spare parts inventory and coordinate logistics for timely global deliveries.
· Prepare and present after-sales performance reports, including uptime metrics, SLA compliance, intervention history, and customer satisfaction levels.
Experience & Competencies:
· Previous experience in after-sales management or a similar role within , aerospace, defence, electronics, radar or industrial equipment sectors.
· Strong sales background with a proven track record of achieving upselling or service contract targets.
· Experience proactively engaging existing customers to identify and fulfil needs for spares, maintenance, upgrades, and support contracts.
· Competence in preparing commercial offers, service proposals, detailed costings, and structured pricing for complex technical systems.
· Excellent organizational skills, with the ability to prioritise tasks and manage multiple customer cases simultaneously.
· Proactive and solution-oriented approach, with strong attention to detail and the ability to manage technically complex issues.
· Exceptional verbal and written communication skills, including the ability to convey technical information clearly to both technical and non-technical stakeholders.
· Proficient in using CRM systems, ERP platforms, and software for customer relationship management, service tracking, and sales analysis.
· Strong analytical skills for cost modelling, financial justification, and proposal preparation.
· Experience collaborating with engineering and production teams to resolve customer issues and validate technical and commercial details.
· Ability to work effectively with international customers and occasionally travel for customer meetings, training, or service oversight.
· Knowledge of export control regulations, aviation safety standards, and lifecycle support requirements (advantageous).
For more information or an immediate interview please forward your CV to John Hutchinson
