Customer Service Manager
7 days ago
Thales is seeking a seasoned professional to fill the role of Customer Service Manager. As a key member of our team, you will be responsible for managing repair and spares orders, field support, program-managed training, and customer depot-level spares programs. Your primary focus will be on interacting with multiple global customer bases and US government systems, ensuring seamless collaboration and successful project outcomes.
Key Responsibilities- Customer Interface and Support
- Act as the primary point of contact for customers, providing exceptional support and ensuring timely resolution of issues.
- Prepare bids, quotes, and proposals for aftermarket training, field service visits, extended warranty, and customer depot-level services.
- Contract Management and Reporting
- Manage repair and service contracts, generating monthly reports and requesting invoicing.
- Monitor customer requisitions for contract repair and prepare assemblies for shipment.
- Team Leadership and Collaboration
- Lead and manage a team of customer service professionals, ensuring effective collaboration and communication.
- Participate in configuration management weekly change board reviews and generate field service bulletins.
- Quality and Compliance
- Ensure adherence to US government regulations, such as FAR, DFAR, and GFP.
- Maintain company procedure documents related to customer service, ensuring ISO compliance.
- Reporting and Analysis
- Prepare revenue reporting and monthly metrics reports, including turn-around-time and repair activity reports.
- Monitor and analyze key performance indicators (KPIs) to inform business decisions.
- Education and Experience
- Bachelor's degree in a related field of study with a minimum of 5+ years of relevant work experience.
- Proven experience working within an organization supporting US Federal Government.
- Skills and Qualifications
- Excellent interpersonal and communication skills, with the ability to interact with senior management.
- Team management skills, with the capability to create inter-functional cooperation and synergy.
- Experience with sales administration, payment terms, and incoterms.
- Work Environment
- First Shift, 5/40 or 9/80 work schedules.
- Domestic and international travel may be required (approximately 5% or less).
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