Sales and Service Manager in Surrey

As our Sales & Service Manager, you will lead our internal sales and technical service management functions, with accountability for the customer experience from initial enquiry through post-sale support. The role provides cross-functional leadership, working closely with Sales, Engineering, Production, and Quality to deliver strong commercial outcomes, protect margins, and provide service standards across existing customer accounts.

What the job entails:

• Build, lead and continuously improve the internal sales and technical service teams ability to deliver accurate, responsive, and commercially sound customer support.
• Drive revenue growth and customer satisfaction by leading high-performing internal sales and technical service teams.
• Own the internal sales experience, ensuring timely and accurate pricing, quotations, and order support and meet customer expectations.
• Co-ordinate team priorities to meet customer and internal service level agreements (SLAs).
• Provide technical and operational guidance to customers, translating requirements into deliverable solutions.
• Act as the escalation point for complex commercial, service, or technical issues.
• Drive service performance, responsiveness, and quality through clear processes and effective decision-making.
• Strengthen stakeholder relationships internally and externally to ensure aligned, consistent customer outcomes.
• Anticipate customer needs and potential conflicts, and proactively prepare to mitigate strategies to preserve the relationship.
• Regularly review and use performance data and customer insight to continuously improve sales and service effectiveness, championing initiatives that enhance customer satisfaction.

Experience:

• Proven leadership experience within Internal Sales, Technical Service Management, or customer-facing operational functions.
• Experience building and managing a team, including coaching and developing individuals via structured training, mentoring and performance management.
• Strong background in managing existing customer relationships including issue resolution and escalation management.
• Experience operating in a cross-functional leadership role, working with Sales, Engineering, Production, and Quality.
• Sound technical aptitude with the ability to understand and communicate product, application, technical service information and operations.
• Experience using ERP/MRP, CRM, and quotation systems.
• Experience producing and delivering reports, presentations and performance metrics.
• High level of competency in Microsoft Office 365.

Behavioural competencies:

• Highly organised, with strong process ownership.
• High attention to detail, identifying inconsistencies in commercial and technical information and establishing controls to ensure accuracy and process compliance.
• Strong analytical and problem-solving skills.
• Takes accountability for outcomes and service performance.
• Customer-focused, with the ability to incorporate customer feedback into sales and service process improvements.
• Critical thinker with a solution-orientated mindset.
• Confident decision-maker in complex or ambiguous situations.
• Able to resolve conflict constructively and manage escalations professionally.
• Committed to continuous improvement and raising standards across teams.
• Clear, professional communicator with the ability to influence at all levels.

About Expo:

At Expo Technologies, safety, quality and integrity sit at the heart of everything we do. With over 70 years’ experience in hazardous area protection, we design and manufacture certified, practical solutions that keep people and equipment safe across industries such as oil & gas, chemicals, pharmaceuticals and power generation. We are pioneers of electrical protection by purge and pressurisation, with a strong culture of continuous learning and innovation. With manufacturing in the UK, USA and China, and a global partner network, we work collaboratively with our customers and each other to deliver high-quality solutions and build long-term, sustainable relationships.

Benefits:

• Discretionary annual bonus: When the company does well, it is down to the efforts of our employees. We offer annual, performance based bonuses to show our thanks.
• Flexible start/finish times: We understand that sometimes, in life, we need some flexibility. We allow for flexible start and finish times. We have core hours between 10-12 and 2-4, but otherwise, you can make up the rest of your weekly hours in a way that works for you and your team.
• Early finish Friday: Subject to your weekly hours being completed, you have the opportunity to finish at lunchtime on Fridays, giving you a few extra hours to make that appointment or get away early for a long weekend!
• Healthcare Cash Plan: We offer you and your children to join our healthcare cash plan, allowing you to claim medical expenses back. Whether you need new glasses, mental health support, surgery or even just an Indian head massage, our plan reimburses your expense.
• And a lot more.