Customer Support Manager

Location : Gateshead, Tyne and Wear, England
Job Ref : MM658
Consultant : Maggie Martin
Sector : Engineering, Manufacturing
Salary : Up to £45000 + generous uncapped commission


MM658 Customer Support Manager
Location – Gateshead
Salary – Up to £45000 plus generous uncapped commission


First Military Recruitment are currently seeking 2 Customer Support Managers on behalf of one of our clients based in Gateshead.  This role is a blend of operational delivery, small projects, account management and customer growth and would suit someone with a Technical background in Electronics or Communications.

Applicants with a military background are encouraged to apply, however all candidates will be considered. 
Purpose of the role:

To be the Customer advice lead and point of contact for UK MoD contracts and transactional sales.   Responsible for:
Specific responsibility growth and delivery for:

  • Secure Management Radio Equipment (SMRE) contract
  • Musanah radio support contract.
  • J-Band Emmiter Threat Simulator (JETS) contract
  • Other TSM duties and contracts as necessary.
  • Obsolescence management of all legacy products.
  • Core contract deliverables.
  • Creating winning technical solutions.
  • Management of transactional sales of legacy products
  • Operational delivery.
  • Pipeline management

Specific responsibilities include: 

  • Providing technical support and advice to customers
  • Fulfilling contractual requirements for allocated contracts
  • Growing allocated contracts
  • Reporting on allocated contracts
  • Hosting customers
  • Visiting customers
  • Supporting the Defence Director at external events as required
  • Drafting and submitting bids for allocated contracts and transactional sales
  • Acting as the Bid Manager for re-bids and extension of allocated contracts (or new contracts)
  • Supporting other bids as required.


  • A good candidate will be able to demonstrate experience / competency in the majority of the following:
  • The UK Ministry of Defence, particularly Defence Equipment and Support (DE&S) and Defence Digital.
  • A proven track record in business development desirable
  • Defence Primes and wider industry.
  • Defence electronics engineering fundamentals.
  • Obsolescence management.  To include acting as the lead of projects to overcome obsolescence.
  • Defence procurement processes.
  • Account Management.
  • Experience of receiving or developing enquiries, issuing sales quotes, agreeing deals and delivering the quoted services and products.
  • Experience and knowledge of the purchase order and invoice system.
  • Experience of recording various types of business data, conducting analysis and presenting it to management.
  • Knowledge of the UK manufacturing and defence sectors.
  • Experience of managing a medium-sized operations team, including: engineers, technicians, operations staff and other trades.
  • Experience of working in an operational team, where the candidate was responsible for the technical development and delivery of electrical and electronic products to defence customers.
  • These are to include communications systems, aircraft ground support equipment and fighting vehicle systems.
  • Understanding of the principles of operations management.
  • Knowledge of the Association for Project Management’s (APM) Body of Knowledge (v6+), or equivalent methodology.
  • Batchelors Degree in a technical subject (or similar vocational qualification and experience).
  • Technically fluent across a range of specialist areas.
  • Be able to hold UK Security Vetting (UKSV) Security Clearance (SC), or higher.
  • Hold & maintain a UK drivers license.
  • Be passionate about continual professional development (CPD), in regards to personal learning.
  • Be available to travel to other national or international locations, as and when required by the Company.

In Return our client offers

  • Salary up to £45000 and uncapped commission with NO thresholds
  • 25 Days holidays plus bank holidays
  • Flexible working scheme


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