Manager, Customer Service

Location: Salt Lake City, United States of America

Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning, to threat neutralisation, our platforms cover all levels from very short-range systems, to extended protection across the entire battle-space including Airspace Mobility Solutions, Vehicles and Tactical Systems and Missile Defence, Optronics, and Radar.

Manager, Customer Service

Salt Lake City, Utah or Overland Park, KS (Onsite)

Position Summary

Thales is looking for a Manager, Customer Service who will manage repair & spares orders, field support, program managed training and customer depot level spares programs. Interaction with multiple global customer base & US government systems and entities like FAA, branches of the Military are key to the success of the team.

In this position, Thales implements complex solutions for its customers utilizing complex products mix. Thales Airspace Mobility Solutions (AMS), Navigation and Non-radar Surveillance (NAS US) organization designs, develops and produces ground-based navigational aid products for aircraft guidance during take-off, en-route, approach, and landing phases of flight. Thales NAS is a global leader and a trusted partner for aviation industry. 

Key Areas of Responsibility

• Act as the main interface for customers and aftermarket sales. Prepares bids, quotes or proposals for aftermarket training, field service visits, extended warranty, customer depot level services and contribute to equipment proposals.
• Manage repair & service contracts, generate monthly reports, request invoicing. Manage/evaluate/order stock for customer service programs
• Accessing US Government (USG) Systems, and understanding of USG regulations like FAR, DFAR, GFP. Assures the performance of the customer service department with focus on working with other internal teams for ensuring successful achievement of department objectives and customer satisfaction.
• Monthly, Quarterly & Yearly KPI reporting. Participate in Configuration Management weekly change board reviews. Participate in generation of field service bulletins and distribution. Review and approve Customer Service (CS) sales orders for accuracy and completeness. Update Spares and Repair Catalogs and Pricing. Maintain repair configuration management change documents. Prepare revenue reporting and monthly metrics reports, turn-around-time and repair activity reports
• Monitor customer requisitions for contract repair and prepare assemblies for shipment as a backup to the Customer Service Specialist or Program Administrator. Backup support Customer Service Specialist by prepare documents for imports and exports.
• Maintain company procedure documents related to customer service (ISO compliance documents). Research product data to assist customers. Any additional task/s assigned by Director of Services, if deemed necessary.

Minimum Qualifications

• Must be a US Person as defined in applicable law.
• Bachelor’s degree in a related field of study with a minimum of 5 + years of relevant work experience, or an equivalent combination of education and experience.
• Experience working within an organization supporting US Federal Government.
• Possesses team management skills, with the capability to create inter-functional cooperation & synergy.
• Excellent interpersonal communication skills. Experience interacting with the senior management. Openness to challenges with a solution focused, agile and proactive approach Team player
• Sales administration, payment terms, incoterms terms. Capability to perform under pressure in a dynamic environment with a high degree of initiative and motivation.

Special Position Requirements

• Schedule: First Shift, 5/40 or 9/80 work schedules

• Travel: Domestic and international travel may be required: approximately 5% or less.
• Physical Environment: Office/Manufacturing/Production area/Warehouse

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: 

• Elective Health and Dental plans. 
• Retirement Savings Plan with a company contribution and a match, and without vesting period. 
• Company paid ho