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- Tasks: Manage customer accounts and provide top-notch after-sales service in the aviation industry.
- Company: Join a thriving business at the forefront of aviation, maritime, and military solutions.
- Benefits: Generous salary, long-term career prospects, and personal development in a vibrant environment.
- Why this job: Be part of a growing team and make a real impact on customer satisfaction and service delivery.
- Qualifications: Experience in account management or after-sales within engineering is preferred.
- Other info: Dynamic role with opportunities for international travel and collaboration with diverse teams.
The predicted salary is between 36000 - 60000 £ per year.
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.
The key area of the role is to manage existing customers with an after-sales service to supply parts and maintenance within the aviation industry. Product knowledge can be taught to the right candidate, but ideally, you will come with experience of account managing/after-sales within an engineering environment.
Responsibilities:- Ensure efficient, 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.
- 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.
Customer Account Manager in Stoke-on-Trent employer: Dorchester Search and Selection
Contact Detail:
Dorchester Search and Selection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Account Manager in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to your connections in the aviation and engineering sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect Customer Account Manager role!
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your achievements in after-sales management. Bring it along to interviews or share it during networking chats. It’s a great way to demonstrate your expertise and stand out from the crowd.
✨Tip Number 3
Practice makes perfect! Get comfortable with common interview questions related to account management and after-sales service. Role-play with a friend or use online resources to refine your answers. Confidence is key when discussing your experience and how you can contribute to the team.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Tailor your application to highlight your relevant experience in customer relations and upselling techniques. Let’s get you in front of the right people and land that dream job together!
We think you need these skills to ace Customer Account Manager in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Account Manager role. Highlight any previous experience in after-sales management or account handling, especially within engineering or aviation sectors.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your proactive approach and how you’ve successfully managed customer relationships in the past.
Showcase Your Technical Skills: Since this role involves technical aspects, don’t shy away from mentioning your familiarity with CRM systems, ERP platforms, and any relevant software. This will show us you’re ready to hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our growing team!
How to prepare for a job interview at Dorchester Search and Selection
✨Know Your Stuff
Make sure you brush up on your knowledge of the aviation industry and after-sales service. Familiarise yourself with common technical issues and solutions, as well as the products the company offers. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed customer accounts or resolved technical issues. Highlight any upselling techniques you've used to increase revenue, as this is a key part of the job. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Ask Smart Questions
Come prepared with insightful questions about the company's after-sales processes, customer relationship management tools, and how they measure success in this role. This shows that you're not just interested in the job, but also in how you can contribute to the company's growth.
✨Demonstrate Your Communication Skills
Since the role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might be asked to explain a technical concept to a non-technical person, so be ready to demonstrate your ability to simplify complex information while maintaining professionalism.
