Technical Sales Account Manager

Internally based in our Trentham/Stoke HQ, with account client visits UK and overseas. 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 sales account management/after-sales within an engineering environment.

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).