Customer Support Manager

Description:

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference. The primary focus of a Customer Support Manager (CSM) is to enhance the partnership with the customer through responsiveness, advocacy and management to the specific working contractual agreement between Thales and the customer. The jobholder takes ownership of the customer’s concerns and works toward the resolution in coordination with the customer to drive in-service technical and contractual performance of all Thales products and services. The CSM is responsible for Customer satisfaction and will work closely with: marketing and sales, technical back-office and operations departments. The CSM will maintain and improve their assigned customer positions in Thales rankings with Aircraft Manufacture, such as Airbus and Boeing. Additionally the CSM will manage and monitor their assigned customer scorecards. Any actions to improve or maintain will be done through regular visits, Thales internal meetings, process improvements and pro-active approach to customer service. The CSM will be responsible to monitor the in service performance and reliability of the Thales components and support any recovery plans with their specific airlines. Any future support and services or contractual changes will be managed and coordinated to the customer through the CSM. These changes could be in the form of retro-fit agreements, technical publications, training, test equipment and data distribution. Essential Functions / Key Areas of Responsibility Represents THALES Avionics, Inc. as primary contact responsible for customer satisfaction and technical support interface with assigned airlines. Maintain good working relationship with the airlines through regular visits, communication, or when applicable, permanent on site assignment. Support airline customers operating Thales and partner products – (including THALES Avionics, THALES electrical systems, ACSS, Diehl avionics, and other partners equipment) assuring rapid resolution of problems, support for equipment operation and maintenance as well as entry into service (EIS) of new aircraft and products. Be the integral member and contributor for your assigned customers. Support quarterly Support Review Meetings (SRM) presenting the contractual and technical aspects of the account. Closely monitor and report product reliability and equipment removal. Provide best practices and troubleshooting support to airlines striving for increased on wing performance. Monitor customer perception of Thales, faults or problems that can have consequences on operational use and maintenance and report information to THALES Avionics, Inc. management. Provide regular feedback and information to the customer on product improvement and retrofit opportunities. Coordinate with the Regional Sales Manager in detection of sales and business growth opportunities. Participate in industry conferences and trade shows as required. Prepare and maintain regular reports and customer configuration for assigned airlines. Provide coaching and mentoring of team members and lead efforts on assigned platforms and working groups both in region and World Wide (WW). Support project lead activity for new tools, processes and innovation, test and troubleshooting services. Mentor and lead other CSMs and team members both on the technical and contractual job requirements as well as Thales culture and support philosophies. Through a deep understanding of his/her customer’s context and contractual framework, the CSM takes the lead to identify all possible areas of margin improvement and new business opportunities, whilst managing customer satisfaction by tackling contractual issues. Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language BS in Engineering and or Electronics preferred or equivalent experience. 8-12 years’ experience in technical or commercial avionics or related field. Required background in airline, military, or OEM engineering or repair activity. Line Maintenance or shop experience is a plus. Must be able to prepare and make oral presentations to customers and handle pressure situations in a very competitive market. Needs to establish excellent customer relations and work well in team environment. Needs to have ability to work autonomous and establish excellent internal contacts and relationships in a multi culture world wide organization. Up to 50% travel is required for this role Preferred Qualifications In depth knowledge and experience with Avionics test equipment and test services a plus. Ability to use basic PC with word processing, excel, PowerPoint, and basic Microsoft office, SAP, Salesforce . Need to understand use specific test equipment on aircraft or in shop environment. This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances. Successful applicant must comply with federal contractor vaccine mandate requirements. Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law