Head of Aftermarket Sales

Head of Aftermarket Services

Salary: Competitive

Hours: 37 ½ hours per week

Location: Norwich.

Exciting senior leadership role, working in the defence sector.

This role will lead and manage the Aftermarket Services team.

Responsible for creating and driving growth of service offerings, spare parts, and customer support programmes to maximise revenue and customer satisfaction.

This role is pivotal in ensuring high levels of customer service excellence through quality service and operational efficiency.

This leadership role will collaborate closely with various departments such as Business Development, Engineering, and Operations to ensure that the aftermarket offerings align with the company’s overall strategic objectives.

The primary responsibilities will include but are not limited to:

• Leading, motivating, and developing the after-market team, fostering a culture of customer excellence, accountability, and continuous improvement

• Overseeing the daily operational efficiencies of Aftermarket Services

• Keeping up to date with aftermarket services offerings, industry trends and customer service expectations

• Managing and developing the Aftermarket Services budget

• Developing, implementing and reviewing departmental strategy

• Researching, developing and embedding Aftermarket Service centres in strategic global locations/ regions

• Driving the analytical evaluation of obsolescence, reliability and performance data for root course analysis. This includes providing BD, Engineering and Supply Chain with data to develop a strategic continuous improvement approach

• Track financial performance for cost effectiveness, opportunity and profitability

• Developing an aftermarket culture that continually strives to reduced customer downtime, through analysing and planning and implementing front end solutions for aftermarket offerings.

• Being responsible for establishing key working relationships and partnerships with both internal and external customers

• Working in compliance with all relevant industry legislation, standards and company policies

• Any other such duties that may be reasonably compatible with the nature and scope of the role The secondary responsibilities will include but are not limited to:

• Leading, managing, developing and mentoring the team, identifying relevant staff training and monitoring staff development through regular 1:1 discussions.

• Monitoring the teams resource and structural requirements making recommendations for change where required

• Providing input to support the annual budget complete with structured justification for spend

• Maintaining departmental training and practical application of company policy (e.g. H&S, HR, QA, IT etc

• Management reporting responsibilities

About the Person:

Essential Qualifications/ education

• Degree in Business, Mechanical Engineering or professional certifications within a related field

Technical skills/ experience

• Strong proven experience in a similar leadership role, in after-market services, project management, mechanical engineering ideally within a manufacturing environment

• Experience in managing service contracts, spare parts logistics, repairs, warranty management, including product training and customer support processes.

• Familiarity with CRM, ERP, and service management software (e.g., Dynamics, ILS etc).

• Strong data analysis skills, with the ability to interpret for informed decision making

• Financial acumen and experience managing budgets and forecasting revenue and expenses.

• Proven track record of developing and executing successful aftermarket strategies and processes • Demonstrable ability to drive revenue growth and profitability

Personal Attributes/Person Specification

• Exceptional communication skills, both written and verbal, with the ability to engage and collaborate effectively with customers, executives, and internal teams

• Excellent problem-solving, analytical, and decision-making skills

• Strategic thinker with the ability to translate ideas into actionable plans

• Ability to manage and improve multiple projects simultaneously

• A proactive mindset with a strong customer service orientation and a passion for continuous improvement

Desirables

• Experience and knowledge of lean and continuous improvement principles; 5S, FMEA, VSM, Process flow, A3 Problem solving etc

Physical Demands & Work Environment:

• Desk based role working in a large open plan, well-lit, air-conditioned office OR

• Working as part of the wider Operations Team within a modern state of the art manufacturing factory • Operating in a pressured environment where there is a requirement to deliver projects with accuracy, on time, within budget and within quality standards

• Flexibility in hours may be required, especially when dealing with time-sensitive customer issues or urgent operational needs.

• Occasional travel in the UK and Internationally to customer sites, service centres, or manufacturing plants as required.

Key Working Relationships:

External

• Managing Director Company Clients/ Customers

Internal

• Engineering Team Suppliers • Supply Chain • Commercial Department

Contact Simon Portway

Simon.portway@argo.work

☎️ 07513 825 783