Manager Of Customer Support, Sales & Retrofit

Thales Group Orlando , FL 32801

Posted 2 months ago

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.

Job Summary:

We are currently looking for a Manager of Customer Support, Sales, & Retrofit to join Thales. The Manager of Customer Support, Sales, & Retrofit to is responsible for leading and managing a team of Customer Service Representatives in Repair and Distribution activities, as well as to manage the Retrofit operations & AOG transition to Orlando TOCC. The objective of this role is to focus on repair and distribution activities, the monitoring of the associated administration activity and resolving all issues affecting customer satisfaction in coordination with the appropriate subcontractor and Account Management Team members. This position provides interactions with internal customer and external customers providing support and services management to THALES Avionics.

The Manager of Customer Support, Sales, & Retrofit is responsible for the operational execution of customer and supplier contracts, warranty administration, accurate customer and internal warranty invoicing and responsible for the identification and definition of potential changes to operational process and procedures to maximize efficiency and customer satisfaction. The Manager is responsible for the coordination and collaboration of the CSR teams with internal stakeholders (Finance, Account Management Teams, Supply Chain, and Central) to identify and take the actions necessary to insure Thales' best interests are met. The success of this position is highly dependent on cross-functional coordination/collaboration and personal commitment. The Retrofit portion of this position is a customer satisfaction role leading the coordination of all post-award logistical aspects of Retrofit activity for the America's region. The position creates customer directed Planning Letters (RPL; RSL; MPL) that define Thales commitments towards performing retrofit activities on equipment.

The position is also responsible for the effective coordination and planning with Operations to identify capacity constraints and operational readiness to support any Retrofit activities. This position will coordinate and establishes customer specific scheduling for the completion of the campaign in the Americas Market as appropriate. The position is responsible for coordinating the availability and scheduling of material required to support the plan and the end-to-end management of loaned equipment stock designated for the retrofit programs. The position will coordinate with the RSM, CSM & CSR, as appropriate, to ensure all aspects of the retrofit campaign, including retrofit pricing are taken into account during the development of the RPL proposal of the campaign to the customer. After an agreement of a RPL is received form the customer, the position is responsible for providing all necessary information to the Customer Service teams for correct execution of the plan. This position is responsible for the monitoring of actual accomplishment of the retrofit campaigns and tracks towards their completion to the plan as defined in the RPL and as agreed with the customer. The person in this role highlights variances to the plan and proposes required adjustment and revisions to the plan as necessary. The position tracks loaned equipment in the Market and ensures the timely return of such equipment upon completion of the campaign. The position requires consistent communication with the Central Retrofit team regarding the status of outstanding issues related to retrofit activities.

Key Areas of Responsibility

Repairs & Distribution:

  • Responsible for overall operations of the Customer Services Department in both repair and distribution activities. Manage the team of Customer Service Representatives (CSRs) with the vision and drive to achieve 100% customer satisfaction and improve gross margins

  • Drive and monitor upselling initiatives and programs (where appropriate) within the department. To work closely with Account Management Team on upselling opportunities that will be increase margins and/or market share

  • Supports targeted performance of TAT, On-time deliveries and completed WIP

  • Identifies problems and recommend solutions to improve TAT and On-time deliveries

  • Responsible for monitoring the performance and ensuring duties assigned to team members are completed in a timely fashion

  • Responsible for fostering an environment that promotes revenue and market share growth

  • Ensures that the Warranty policy is carried out correctly and seamlessly

  • Responsible for organizing the group into a full complement of back-up positions for each primary function

  • Ensure that all documented processes are in line with Chorus 2 and are current to latest practice

  • Works with AGS account team to ensure performance commitment and expectations are well understood to ensure customer satisfaction. From time to time this position will need to support the development of new service and distribution contracts and may need to review, edit/ write and/or participate in the definition and negotiation of contracts and objectives with subcontractors in coordination with legal, internal customers, quality assurance and any other relevant departments

  • Works with Thales account management teams and Central to align on pricing policy. Responsible for making necessary recommendations and adjustments in pricing procedures to insure profitability and operational efficiencies of the Customer Service team

  • Acts as a Liaison for the Customer Service Department to interface with Quality Assurance, Production, Information Systems, Engineering and Materials Managers on significant issues of concerns.

  • Collaboration with other AGS teams to ensure Program exchange stock availability

  • Collaborate with Supplier Support Management team to ensure compliance of subcontractors to contracts/agreements signed with Thales related to repairs. Escalate to the supplier Support Manager when relevant in order to improve the contractual performance of subcontractors

  • Collaborate with Supply Chain on Standard Exchange Budget, Stock provisioning and identification of surplus stock

  • Monitors and evaluates the activities of the department employees, while providing coaching, motivation, guidance and training to ensure operational efficiency and adherence to company policies and procedures.

  • Supports and models Culture evolution initiatives by being available and regularly seeking input from the team to improve existing processes and innovate to improve performance, responsiveness, and velocity of business. Leads by example in the area of desired Culture evolution behaviors

  • Supports management decisions and communicates philosophy behind decisions to the department

  • Ensures the completion of Performance evaluations and timesheets for all department personnel

  • Effectively screens, interviews and selects individuals for open positions within the department

  • Proposes productivity and process improvement to management in order to improve department's efficiency. When suggestions for improvement are made by team members, the manager will evaluate and ensure the item is closed out with the employee in a reasonable period of time

  • Ensure that tools and reports are performing properly, are being used appropriately

  • Responsible for the promotion of PartEdge to internal and external customers

  • Responsible for the promotion of Salesforce CRM amongst each customer support group, as well as Salesforce CPQ for Distribution

  • Incorporate Salesforce CPQ into the Repair quoting process

  • Generate the Monthly Best Estimate report for Distribution & Retrofit activity to the Service Line group

  • Lead the Old Repair WIP process/project in order to ensure aging units are actioned

  • Attend daily SIM Shipping list on behalf of the CSR team in order to assist on OTD performance and work with the teams to propose alternate solutions

  • Monitor and evaluate all Return as-is requests in order to persuade the customer to continue the repair

  • Monitor all MOT issues with Business Operations to ensure the correct margin is applied and/or corrected in SAP

  • Monitor daily performance using PowerBI in order to identify any discrepancies within Thales' in-shop and out-of-shop


  • Key escalation for the coordination with Master Planner on any urgent shipments to support the customer


Planning & Forecasting:

  • Responsible for the creation and planning of customer specific Retrofit Planning Letters (RPL).

  • Works with the AMT members to collect data pertaining to each program (VSB, CMM, AIB SB, type of aircrafts, Operators, AC quantity, Equipment configuration, spares etc...) to aid the launch of the planning process

  • Coordinates with Industrial Engineering, Supply Chain, Maintenance Operations Center and Repair Shop during the RPL creation phase to identify Operational capacity and scheduling commitments.

  • Provides assistance to the Repair Shop in terms of getting appropriate documentation and Master software including software for ATEC.

  • Responsible for the scheduling and delivery of material to be loaned to customers to support retrofit campaigns as required.

  • Verifies availability of mod kits/parts in stock and/or lead time from France in coordination with the Supply Chain

.Forecasts and provisions stock level of mod kits necessary for all campaigns. Provides and plans demand of mod kits, SRU, LRU to SCM team as required.

  • Works with Finance department for the creation of required WBS elements and contract numbers associated with the execution of all campaigns

  • Responsible for the creation and maintenance of a master reference catalog containing contract and WBS numbers for each on-going campaign. Monitoring and Executing:

  • Conducts retrofit launch/kick-off meetings for all campaigns as required

  • Responsible for the tracking and monitoring of campaign accomplishment versus plan. Provides visibility and maintains tools in the public domain allowing associated personnel to view accomplishment versus plan of all ongoing campaigns. Provides monthly/quarterly reports as required

  • Monitors work order codification and ensures that each retrofit program is accurately allocated, entered, codified, and invoiced.

  • Ensures proper execution of customer billing and effectively controls material and labor costs associated with the application of service bulletins and retrofit campaigns

  • Monitors stock level of mod kits necessary for all campaigns. Works in a collaborative effort with the Supply Chain to correct shortage or excess stock levels associated with retrofit campaigns.

  • Owns execution of RPL and EO/EA. Responsible to monitor and follow-up with customers and AMT members to obtain customer approval and signing. Makes adjustment as required after customer feedback is received.

  • Tracks NORIA/Loaner stock delivery to customer.

  • Tracks loaned equipment in the Market and ensures timely return of such equipment upon completion of the campaign.


  • Works the Account Management Team (AMT) members to drive understanding and tracking of customer product configurations.

Works with Industrial Engineering, Department Manager and Product Support Engineers to obtain technical knowledge related to product and configuration.

  • Attends AMT meetings as necessary and provide retrofit reports and issues as required.

  • Provides a detailed briefing to Management and AMT's on the acceptance and rejection of RPL proposals.

  • Collaborate with AMT and CSR members on retrofit activity, retrofit performance, modification programs etc.

  • Works with AMT members, Supply Chain, and Finance department regarding all aspects related to the management of loan stock associated with retrofit programs.

  • Maintain high degree of communication and cooperation with the AMT, Operations and Sales Departments in all aspects of the position.


  • Provide commercial support to all Retrofit RFQ's linked to in-shop modification, LRU, and OBRM pricing requests

  • Works with Central Pricing team if no current pricing is available

Ensure proper coding and pricing is executed in SAP once an order is booked under distribution or repairs

  • Work with SLM group to determine MYB for all Retrofit activity AOG:

  • Continue the daily coordination to properly transition the AOG activity to the Orlando TOCC team.

  • Meet with TOCC, Piscataway AOG, CSC Supply Chain on a daily basis to discuss AOG activity from previous night and work through any work stoppages that PartEdge cannot perform.

  • Cross-check each AOG RFQ between PartEdge with SAP to validate if PartEdge information is correct. Highlight any discrepancies and coordinate with the proper channels to resolve.

  • Be the escalation for all AOG requests within the CSR team if cannot be resolved within Repairs or Distribution.

  • Coordinate the necessary actions to support the customers requesting AOG (e.g.: coordinate with Shop/CSR/QA/Shipping, look for other alternatives such as exchanges, used LRU, AOG stock, etc.), amongst the CSR group and TOCC team.

  • Research stock levels in order to fulfill customer requirements through PartEdge & SAP

  • Assisting the TOCC team in the quote sale or exchange price if PartEdge cannot generate correct

Minimum Requirements:

  • Bachelor's degree in the fields of Science or Engineering with a minimum of 8-12+ years of relevant experience or a Master's degree in the fields of Science or Engineering with 6+ years of relevant experience

  • Previous supervisory or leadership experience

  • 8+ years of relevant experience in a Customer Service role, experience in program management, technical support operations

  • Prior experience working with MRO and/or Airlines

  • SAP database experience is required

  • Microsoft Office and Database applications.

  • Strong working knowledge of Excel and Word software required

  • Salesforce, PartEdge, PowerBI experience is required

  • Strong written and verbal communication skills are essential

  • Must be able to work both independently and in a team environment

  • Must be able to maintain business

Travel: 5-10% travel (Applicable after COVID restrictions)

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

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Manager Of Customer Support, Sales & Retrofit

Thales Group