Customer Service Manager

7 days ago


Salt Lake, Utah, United States Thales Full time
Job Summary

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.
Requirements
  • 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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