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Customer Support Specialist

Company: Thales
Location: Orange City
Posted on: January 10, 2022

Job Description:

Location: Orlando, United States of America 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. 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. The Customer Support Specialist located in Orlando, Florida will provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Acts as a point of contact between assigned customers and Thales Avionics, Inc. regarding repair and spares management activity. Effectively applies guidelines associated with performance metrics and exclusions. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Key Responsibilities:

  • Ensures proper identification of Thales performance commitments in database and sets TAT exclusions as appropriate.
  • Follows up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous area causing customer delays to the repair process.
  • Acts as Company to Customer liaison in all areas requiring customer communications including repair administration and invoice management.
  • Evaluates warranty claims with respect to manufactures warranty period, entry of product into service, repeat failures, etc. Processes claims as appropriate.
  • Properly identifies loan and exchange core returns and ensure the return of Thales owned equipment back to the appropriate inventory locations.
  • Ensures the database is updated regarding changes to customer contact, invoicing and shipping information.
  • Based on general guidelines, generates estimates and sets 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.
  • Proposes exchanges to customers for products under repair (AOG or other) and works with Exchange Coordinator for exchange unit availability as appropriate.
  • Monitors 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.
  • Assists Finance department by monitoring customer accounts receivable and acts on the finance recommendations for collection risk when required
  • Issues repair credit memos in coordination with appropriate
  • Identify and assess customers' needs to achieve satisfaction
  • Provides feedback to the customer in a timely manner regarding changes resulting in a delay of product delivery or increased cost estimate where applicable.
  • Participates in daily meetings and customer conference calls as appropriate
  • Take the extra mile to engage customers
  • Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles
  • Conducts oneself in a way to ensure excellent customer service Required Skills and Experience:
    • Minimum of 2 years' experience in direct Customer Service related experience, preferably within Aerospace, Electronics and or sales background helpful.
    • Electronics and or sales background helpful. Certification/Associates Degree required or equivalent work experience.
    • Strong oral and written communications skills to include telephone skills.
    • Strong collaboration skills
    • Decisions take into account the needs of all stakeholders
    • Effectively tracks the status of projects and communicates to leadership
    • Outstanding ability to explain, teach and inspire others
    • Must be able to work independently, multitask, attention to details; maintain business confidentiality, goal-oriented focus, and empathy towards our customers.
    • Ability to handle stressful situations, action quickly to address problem and drive to closure.
    • Advanced skills with Microsoft Project, Excel, PowerPoint, and Word
    • Experience with creating and generating Metrics, Charts, and Dashboards Preferred Skills and Experience:
      • Experience with MRP analysis and methods using an ERP System, SAP preferred
      • Certification: APICS CPIM/CSCP or ISM CPSM a plus
      • Previous supervisory or lead experience Travel: This position requires less than 20% travel. Primary travel would be domestic; however, international travel may be required. 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. Successful applicant must comply with federal contractor vaccine mandate requirements. Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, 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 [email -protected] More Information on Thales Thales operates in the Artificial Intelligence industry. Thales was founded in 2021. It has 63258 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 5 open jobs at Thales, click here .

Keywords: Thales, Deltona , Customer Support Specialist, Other , Orange City, Florida

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