Customer Support Manager

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.

Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

JOB OBJECTIVE:

• The primary focus of the Customer Support Manager (CSM) is to guarantee the proper execution of contracts in terms of customer satisfaction, on-time delivery, quality of execution and profitability.
• As such, he/she takes ownership of the customer’s concerns and work towards their resolution in coordination with the customer to drive in-service operational, technical and contractual issues and commitment on all the AGS range of services. Being responsible for Customer satisfaction, he/she will work closely with Thales back-office teams: marketing and sales, technical back-office and operations departments.
• Responsible for building customer intimacy, identifying upsell opportunities, supporting sales campaigns, contributing to account strategy and associated budgeting reviews.
• Occasional travels expected in France.
• Frequent travels expected on Customer sites, in particular in Turkey.

Roles & Responsibilities

• During contract execution phase, CSM is the customer focal point & is accountable for customer satisfaction.
• Responsible for seamless end-to-end contract execution while maximizing contract profitability.
• Manage the interface with customers related to flow management (repair, distribution) and responsible for meeting associated On-Time Delivery objectives.
• Handle customer questions & requests in timely manner, manage customer expectations, ensure enjoyable customer experience.
• Responsible for Contract operational performance (reliability, OTD, etc.).
• Monitor financial performance (Margin, SOA, etc).
• Identify and alert on risks, propose mitigation plans (customer claims, technical or operational issues, etc).
• Drive customer scorecards, ASSR, Top-5 irritants monitoring.
• Build yearly customer catalogues.
• Build customer intimacy: identify and build key relationships.
• Promote Thales image, regular visits.
• Develop customer knowledge and provide regular reporting.
• Support sales campaigns.
• Contribute to global account customer satisfaction & strategy.
• Contribute to SBP / MYB.

Work Experience Requirements

• 5 years minimum in customer service or sales or technical/operational environment, preferably in airline or aerospace sector

Qualification, Certification & Educational Requirements

• Master’s degree in engineering or equivalent
• Fluent in English (Oral and Written)
• French and / or Turkish Languages much appreciated

Preferred Skills

• Customer oriented, excellent listening skills
• Project Management skills
• Analytical, reliable and rigorous, able to perform extensive data analysis
• Root cause analysis
• Communication skills: able to prepare and make oral presentations to customers, regular customer meetings (Teams and face-to-face)
• Reactivity, stress resilience
• Ability to work autonomously and to establish excellent internal contacts and relationships in a multi culture WW organization.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!