Customer Services Manager job
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Customer Services Manager
Thales seeks a Customer Services Manager based in Leicester to work closely with the Services Operations Manager. You will work closely with both internal and external customers as well as the Service Centre Leadership Team. This position is vital in maintaining a strong relationship with key external customers
Thales provides complete system solutions for all types of fixed or rotary wing aircraft in the civil and military sectors. The Company's portfolio includes avionics, airborne radars, electronic warfare, mission systems, UAV systems and in-flight entertainment. The Military Customer Services (MCS) team provides support and service to the MCS Business Unit, covering the management of Repairs, and Spares orders for Customers. All aspects of delivering On-Time and to contracted levels of margin are within the MCS Services Operation.
The Customer Service Manager will deputise for the Services Operations Manager and manage all aspects of the administration of repairs, including logistics, order management, status reporting, quotation and invoicing, import/export, shipping and dispatch and customer relationship management.
Main duties will include the following:
Managing customer and contract expectations to a target on-time-delivery for all repairs and spares orders Establishing and maintaining clear, helpful and proactive levels of communication with all internal and external Customers Managing escalations from all areas of Spares and Repairs to remove blockages from the business processes. Line management of the Customer facing and repair administration teams
o Chorus process compliance/Optimisation
o Leave, sickness, training
o ADD/PDD process Owning and developing the repair status tracking databases and ensuring the integrity of the data Owning and developing the Customer facing forecast process for repairs including the implementation of Customer On-Line wherever possible Owning process performance for logistics (internal and external) On-going repair process review Managing repairs profitability
o Ownership of repair cost and turn-time prospectus
o Weekly analysis of repairs profitability and bookings
o Delivering improved profitability against agreed targets Developing and owning a systematic Performance Dashboard to drive operational output
As the ideal candidate you will have experience in a Customer Service Management. You will be a proven and effective leader and manager. You will be comfortable within a defence and service environment or from an engineering, aviation or sales background.
This job requires good interpersonal, written and communication skills. You will have the gravitas to achieve buy-in and influence decision making. You will be educated to degree level or equivalent and have robust industrial experience.
In return, Thales offer a competitive salary, annual bonus, family healthcare, contributory pension and ongoing support and training. Joining our team will offer you the opportunity to work on industry leading technology programmes and to further your career within a global defence organisation.
