Customer Services Manager

HENSOLDT AG; Pretoria; On-site; ZAR 1,100,000 - 2,000,000; Full time

Benefits offered by this job

Flexible working models

Attractive salary and special payments

Structured onboarding and training

Diversity and inclusion initiatives

Job summary

HENSOLDT AG in South Africa seeks a Customer Services Manager to drive sustainable service revenue growth and strong customer satisfaction for in-service systems. You will secure service opportunities, manage contracts and coordinate lifecycle support while aligning with internal stakeholders.

The role requires a Diploma or Bachelor's in Engineering, 5+ years in service environments, and knowledge of EW or defence tech. On-site role with competitive compensation and benefits in Pretoria.

Qualifications

• Minimum Diploma in Engineering; a Bachelor's Degree in Engineering is preferred.
• Minimum 5 years' experience in a customer services, technical support or service contract management environment.
• Experience within a systems engineering, defence, communications or technology-based environment.
• Electronic Warfare (EW) industry knowledge and experience will be advantageous.

Responsibilities

• Develop and secure customer service opportunities through customer engagement, service sales and proposal management to grow the service business and strengthen long-term customer relationships, resulting in sustainable revenue growth, increased order intake and customer retention.
• Manage customer service contracts, support agreements, maintenance programmes, repair activities and lifecycle support initiatives to fulfil contractual, financial and service requirements, resulting in profitable contract execution and high levels of customer satisfaction.
• Coordinate engagement across customers, technical teams, service departments and business stakeholders to align expectations, resolve service issues and manage delivery performance, resulting in improved customer confidence and effective programme delivery.
• Facilitate technical support solutions, obsolescence strategies, Integrated Logistic Support activities and system upgrade initiatives across in-service systems to improve maintainability, operational availability and lifecycle value, resulting in optimised long-term customer support outcomes.
• Monitor service performance, contract status, financial metrics, risks and compliance requirements while maintaining accurate management reporting to provide visibility and control over customer service activities, resulting in informed decision-making, operational transparency and regulatory compliance.

Skills

Systems Engineering

Service Sales Management

Proposal Development

Bid Management

SLA Management

Project Management

Integrated Logistic Support

Product Lifecycle Management

Obsolescence Management

Lifecycle Cost Analysis

Technical Support & Maintenance

Spare Parts Planning

CRM Systems

Profitability Analysis

Education

Diploma in Engineering

Bachelor's Degree in Engineering

Job description

The Customer Services Manager drives sustainable customer service revenue growth and customer satisfaction by securing service-related business opportunities, managing customer support contracts and coordinating lifecycle support solutions for in-service systems. The role serves as the primary interface between customers and internal stakeholders to optimise contract performance, system supportability and long-term customer relationships.

Qualification and experience:

• Minimum Diploma in Engineering; a Bachelor's Degree in Engineering is preferred.
• Minimum 5 years' experience in a customer services, technical support or service contract management environment.
• Experience within a systems engineering, defence, communications or technology-based environment.
• Electronic Warfare (EW) industry knowledge and experience will be advantageous.

Key technical skills:

• Systems Engineering Methodologies
• Technical Service Sales Management
• Commercial and Technical Proposal Development
• Bid Management
• Customer Support Contract and Service Level Agreement (SLA) Management
• Project and Contract Management
• Integrated Logistic Support (ILS)
• Product Lifecycle Management (PLM)
• Obsolescence Management
• Lifecycle Cost Analysis
• System-Level Technical Support and Maintenance Management
• Spare Parts Planning and Forecasting
• Customer Relationship Management (CRM) Systems
• Service Contract Financial Management and Profitability Analysis

Key responsibilities:

Customer Service Business Development

Develop and secure customer service opportunities through customer engagement, service sales and proposal management to grow the service business and strengthen long-term customer relationships, resulting in sustainable revenue growth, increased order intake and customer retention.

Contract and Service Delivery Management

Manage customer service contracts, support agreements, maintenance programmes, repair activities and lifecycle support initiatives to fulfil contractual, financial and service requirements, resulting in profitable contract execution and high levels of customer satisfaction.

Customer Relationship and Stakeholder Management

Coordinate engagement across customers, technical teams, service departments and business stakeholders to align expectations, resolve service issues and manage delivery performance, resulting in improved customer confidence and effective programme delivery.

Technical and Lifecycle Support Management

Facilitate technical support solutions, obsolescence strategies, Integrated Logistic Support activities and system upgrade initiatives across in-service systems to improve maintainability, operational availability and lifecycle value, resulting in optimised long-term customer support outcomes.

Governance, Reporting and Compliance

Monitor service performance, contract status, financial metrics, risks and compliance requirements while maintaining accurate management reporting to provide visibility and control over customer service activities, resulting in informed decision-making, operational transparency and regulatory compliance.

HENSOLDT South Africa focuses on diversity, equity, and inclusion in our organizational strategy. We are committed to building a diverse and inclusive corporate culture that benefits our employees and delivers better outcomes for our clients. In line with our commitment to equal employment opportunities and our focus on diversity in the operational environment, we welcome applications from all ethnic groups. In line with HENSOLDT's commitment to equal employment opportunities and our focus on diversity in the operational environment, preference will be given to suitable candidates from designated groups.

Application Deadline: 03 September 2026.

We support you with flexible working models and offers to help you balance work and family life.

We offer an attractive salary and special payments.

Personal & Professional Development

We support your development with structured onboarding, targeted training programs and tailored talent development.

Working Atmosphere

We offer an innovative working atmosphere with modern premises and expert networks.

Health & Prevention

We promote your health with ergonomic workstations, health management and occupational health and safety programs.

Mobility & Sustainability

We promote mobility and sustainability through various and special offers.

HENSOLDT is committed to diversity and an inclusive corporate culture. We therefore welcome all applications - regardless of origin, age, gender, disability, identity or ideology.