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Customer Service Manager

2 months ago

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

Thales is seeking a highly skilled Customer Service Manager to oversee the repair and spares programs, field support, and training initiatives for our customers. As a key member of our team, you will be responsible for managing repair and service contracts, generating monthly reports, and requesting invoicing. You will also be responsible for accessing US Government systems and understanding USG regulations such as FAR, DFAR, and GFP.

Key Responsibilities
  • Customer Interface: Act as the main interface for customers and aftermarket sales, preparing bids, quotes, or proposals for aftermarket training, field service visits, extended warranty, customer depot level services, and contributing to equipment proposals.
  • Repair and Service Contracts: Manage repair and service contracts, generate monthly reports, request invoicing, and manage/evaluate/order stock for customer service programs.
  • US Government Systems: Access US Government systems and understand USG regulations such as FAR, DFAR, and GFP.
  • Performance Metrics: Assure the performance of the customer service department with a focus on working with other internal teams to ensure successful achievement of department objectives and customer satisfaction. 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.
  • Customer Requisitions: 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.
  • Company Procedure Documents: 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.
Requirements
  • US Person: Must be a US Person as defined in applicable law.
  • Education and Experience: 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.
  • US Federal Government Experience: Experience working within an organization supporting US Federal Government.
  • Team Management Skills: Possesses team management skills, with the capability to create inter-functional cooperation and synergy.
  • Interpersonal Communication Skills: Excellent interpersonal communication skills. Experience interacting with senior management. Openness to challenges with a solution-focused, agile, and proactive approach. Team player.
  • Sales Administration: 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.