Technical Support Manager

Location: Carterton, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

We currently have an opportunity for a Technical Support Manager to be responsible for the delivery of both Product and Technical Support to our customers operating Training & Simulation equipment.

This role is primarily based at RAF Brize Norton at our UK customer site; however the role is required to travel periodically between our customer sites across Europe and our OEM facilities in Crawley to effectively maintain relationships with both our project/product teams and our customers.

This role would suit someone who leads through action, taking a hands-on approach to technical challenges while working closely with customers, stakeholders and internal teams to deliver effective support solutions.

What will you deliver?

• As a Technical Support Manager within our In-Service Support team, you will work with, and report into the Engineering Delivery and Programme Managers for all in-service product and technical issues.
• You will liaise directly with the Customer and End-User to diagnose and troubleshoot software and hardware problems, and support our customers on the operation, maintenance and support of key Thales supplied Flight Simulator Training Devices (FSTD’s)
• Balance operational leadership responsibilities with hands-on technical delivery, ensuring customer issues are progressed efficiently whilst maintaining a strong understanding of product performance and supportability
• Research and identify solutions to software and hardware issues.
• Continuously grow your technical familiarity with product design and implementation to aid with diagnostics and troubleshooting of technical issues.
• Management of a Technical Support Portal, providing direct technical assistance to End-Users.
• Aid with the publishing of Field Service Bulletins.
• Provide input and review of Technical Publications (O&M manuals).
• Support our UK Site IT & Infrastructure Engineer with maintaining the UK Facility Training LAN (network).
• Support our UK Simulator Maintenance Engineers and Instructors with access to product design data, expertise and training to support them with resolving issues that arise in the field.
• Asking customers targeted questions to quickly understand the cause of the problem.
• Track system and equipment issues through to resolution, within agreed time limits.
• Assisting Customers through a series of actions, either via phone, email, chat, and remote assistance until the technical issue is resolved.

Who are we looking for?

• Proven work experience as a Product Support Engineer, Technical Support Engineer, Systems Solution Engineer or similar role.
• You have a proven experience in Software and/or Hardware, Systems Engineering and IVVQ activities.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills.
• You should have experience in Customer & Technical support, Engineering or a Technology related discipline.
• Willingness to travel to Customer sites throughout Europe, sometimes at short notice (3 days) to resolve Simulator AOG situations.

Desirable Skills & Experience:

• Hands-on experience and a good understanding of Thales equipment is desirable.
• Training and/or Simulation domain knowledge and experience.
• Civil & Military regulation knowledge regarding the use and/or qualification of Flight Simulator Training Devices.
• Hands-on experience with supporting IT & Network Infrastructure (LAN’s, servers, network switch protocols, user account administration etc.)

What can we offer you?

• Performance-related bonus
• 28 days annual leave (plus bank holidays) with opportunity to buy up to 40 hours/year (pro rata)
• 24 hours volunteering paid for
• Matched Pension scheme
• Life cover
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts

UK Eyes Only:

Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions.  This role requires you to be a UK National and achieve Security Clearance (SC) without any caveats. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant undergo, achieve, and maintain SC Clearance prior to commencing employment.  If approved by the MOD, a dual national from a non-ITAR country may be considered. 

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years.  In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.

Please visit the UKSV website for further guidance: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels.

#LI-DOM

At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.

 

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.

 

If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.

Join Thales in the UK – Innovate with us and shape the future!