Location: Orlando, United States of AmericaThales 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.When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes.

Customer Support Representative

Orlando, FL (Onsite)

Position Summary

Thales is looking for an Customer Support Representative to be responsible for providing best in class customer service to our customers within the avionics and In-Flight Entertainment (IFE) departments. The emphasis of the position is to promptly and accurately respond to customer inquiries within the expectations of the customer. It is imperative that customer specific pricing, contracts and requirements be approved by the company.

In this position, you will also maintain knowledge of customer and Thales agreements and acts on that information as appropriate. Acts as a point of contact between assigned customers and Thales Avionics, Inc. Identifies possible upselling and sales opportunities to action or forward to regional sales managers. Ensures overall customer satisfaction and escalates required customer issues to Manager and through Account Management channels as appropriate.

Key Areas of Responsibility

Responsible for the WIP management of each assigned customer. First point of customer contact; Follow up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous area causing customer delays to the repair process; Provide weekly customer status reports on WIP and ongoing issues as needed by customers account representative; Work Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets; Attend meetings with customer and AMT as needed and provides input where appropriate.
Work with Industrial Engineering, Repair Line Managers and Product Support Engineers to obtain technical knowledge related to products customers send in for repair; Ensure correct work order identification and coding of database records when quoting each repair notification; Ensure proper identification of Thales performance commitments in database and sets TAT exclusions as appropriate.
Generate estimates and set not-to exceed (NTE) authorization levels allowing labor hours and material cost to be applied to customer units for technician repair activity as required by site specific procedures; Create and send estimates to the customer in regards to repairs or RFQ’s with information taken from shop technicians and pricing directives/contracts; Propose exchanges to customers for products under repair and works with Exchange Team for exchange unit availability as appropriate.
Monitor customer terms and authorize return shipment of customer product. When circumstances support, request authorization to ship if a customer is blocked due to late payments or financial risk; Provide feedback to the customer in a timely manner regarding changes resulting in a delay of product delivery or increased cost estimate where applicable; Promote the use of PartEdge for internal and external customers; Collaborate with the Virtual Shop and Operations Support Team to fix customers issues and obtain customer information when needed; Responsible for initial customer account setup collaboratively with other departments; Monitor customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk; Participates in customer support meetings as appropriate.
Promote upselling tactics with customers, where appropriate. To inform and work with Account Management team of upselling opportunities that will bring increased margins and/or market share; Obtain customer related information for Thales retrofit and distribution teams where required; Utilize web-based tools as needed to manage customer accounts. Ex. AeroExchange, ILS, etc.; Document in Salesforce ongoing customer issues and feedback from customer for AMT review.
Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles; Take the extra mile to engage customers; Conduct oneself in a way to ensure excellent customer service; Additional duties as assigned by team leader / Customer Support Manager.

Minimum Qualifications

High School Diploma or GED.
Minimum of 4 years of direct Customer Service related experience, preferably within Aerospace, Electronics and or sales background helpful; Minimum of 3 years of program coordination experience.
Proficient in SAP, Microsoft Excel, Word, PowerPoint, Outlook.
Strong oral and written communications skills to include telephone skills. Must be able to work independently and as part of a team. Must be able to maintain business confidentiality.
Positive attitude and ability to deal with satisfied and dissatisfied customers.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Schedule: Monday through Friday; Core Business 8 AM- 5 PM.
Physical Environment: Typical office environment. Ability to work in a high pressure, deadline-oriented environment.
Physical Demands: No special physical requirements.
Travel: This position may require domestic and/or international travel, up to 5%.
Regulatory Compliance Requirements: None.

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.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC) 43,056.00 - 70,294.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

•Company paid holidays and Paid Time Off

•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

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