Location India repair center India 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 Present in India since 1953 Thales is headquartered in Noida Uttar Pradesh and has operational offices and sites spread across Bengaluru Delhi Gurugram Hyderabad Mumbai Pune among others Over 1800 employees are working with Thales and its joint ventures in India Since the beginning Thales has been playing an essential role in India s growth story by sharing its technologies and expertise in Defence Transport Aerospace and Digital Identity and Security markets JOB DESCRIPTION HIRING PROFILE Job Title Customer Success Manager AGS Job Holder LR 8 Line manager NA Name LR Unit In-Flight Entertainment Connectivity Job Family Support Service Location India Functional manager Job Title Area Director Customer Support Service Position Summary The Customer Support Manager CSM is responsible for his assigned Thales Avionics In-Flight Entertainment Connectivity InFlyt Experience programs activities in Asia Pacific which includes Entry Into Service Preparation In-Service Support Adhoc Services Legacy Program Support Program Reviews The CSM is capable of managing the execution of large scale programs with high complexity from sales transition product deliveries modification handover through the full product service maturity ABTH and RBTH contract He She will be responsible for the BTH contract execution planning co-ordination execution cost invoicing and schedule performance and risk management for assigned programs Subsequently the efficient coordination of means and resources necessary to maintain or gain the customer satisfaction in the region must be ensured This position has an extremely strong cross regional dimension and requires a high degree of interaction with central entity Irvine and the regions to drive better alignment Context stakes specific issues The CSM is in charge of the technical support for airline operator customers through the key responsibilities Communicate pro-actively with Customers as primary technical interface Maintenance Engineering Operations Conduct technical programs reviews with Customers Technical Maintenance and Repair organizations as required Identify and report on Customers technical issues Develop and implement resolution plans analyse problems collect all relevant information provide answers to customer queries as autonomously as possible Assess Customers product removals reliability data to detect potential problems as early as possible then propose implement and follow-up reliability improvement plans visits reports AM technical reviews reliability checks Have a good understanding of customer repair trends and flow Based on information to forecast repair market share and flow Manages and ensures a successful outcome for customers from the internal process Chronic Unit Process LRU investigations Aviation Incident Process Hot line Technical publication and COL access etc Supports and prepares for Entry into Service for new aircraft type equipment or In Flight Entertainment Systems Detect and deliver current AGS Engineering services For customers with IFE support Submit regular Airline Regular Reports Weekly Monthly contract KPI Main Tasks Responsibilities The CSM should have a deep understanding of his her customer context and contracts The CSM is responsible for managing and delivering a profitable contract with the customer This is achieved through the following key responsibilities Supports RSM in contract negotiations on performance and operational obligations Post-award contract implementation and coordinate with internal stakeholders on contractual commitments Prepares contract summary for internal stakeholders and customers Lead customer kickoff meeting with customers with the support of the RSM Coordinate and facilitates actions i e logistics and operations in order for contract to go live Manage contractual milestones and ensure a good level of contractual performance OTD Margins and SPT performance etc Manage cash and financial terms of payment invoicing plans reconciliation plans provisioning Volume Discounts cash and payments Credit Lines Merchandise Discounts Cash incentives etc and generate accurate and timely reporting and forecasting Identifies and highlights all contractual risks and opportunities that could impact Margin and associated mitigation plans day-to-day contract management incl claim management not only with margin impact Pilot and drives program metrics logistics performance margins etc or dashboard to help manage contracts Organizes customer program reviews service performance and action plans Validate customers flying hours FH prepare details for invoicing to Back Office Update customer flying hours FH and provides forecasts for By-The-Hour BTH contracts Update customer fleet data additional a c removal of a c a c out of warranty in Customer Profile Validate customer TAT reports Validate customer delinquent claims IFEC specific EIS HOV support and coordination post and Pre EIS -IFE Contribute to Customer satisfaction dashboard CI on specific platform or SF Identify Capture spares requirements from airline wrt RSPL contract operational needs Monitor MTBUR MTBF Seats Availabilities Coordinate Technical performance Reviews with Customers TRM MRB etc Coordination of In-Service requests issues to resolution with back office Ownership of issue resolution Identify Customer requests or issues reliability poor performance connectivity performance etc Define implementation deployment plan of available Generic HW Fix to all impacted customers Demonstrate leadership in dealings with OEM to drive issue resolutions Obsolescence management plan and implementation in coordination with SPM PSE Access and update to ERP SF GIRA as required by AGS Organization Recommends to OEM the new idea concepts for future products Enhance partnership with IFE BL OEM AEC or AGS partner Sales team to understand recent product offerings and provide sales lead Enhance relationship with aircraft manufacturer onsite representative Ensures timely and accurate release of weekly status report Organize and lead formal customer in-service review meeting Documents minutes of meeting for follow up action Maintain a balanced proposition in the management of customer expectations and OEMs positions Seek for continuous improvement in customer relationships through regular interaction Manage and ensure that action items from the respective customer satisfaction platforms i e NPS Airframer Surveys etc are captured and followed up in a timely manner Promote Thales image - product processes and services through Customers visits and associated presentations Identifies opportunities to increase repair market share through a detailed understanding of the customer competitive and market environment Develop Customer knowledge fleet configurations and or capability list maintenance and repair status evolution Promote opportunity for new tools and processes to improve customer effectiveness and efficiency Requirements Qualifications Academic Professional You should possess at the minimum an academic degree equivalent in Science or Engineering specializing in either electrical electronics avionics aeronautics or Aircraft Maintenance engineering You must work well in developing relationship and networking within larger organizations regulatory agencies and customers Working Experience Industry Specialization Type Min 3 of Years The ideal candidate should have at least 5-8 years experience in the aviation Avionics In-flight entertainment system IFEC or related industries working directly on related products Experience in customer interfacing is a must Personnel Skills Excellent communication and presentation skills Problem solving and relationship building Customer focused and emphatic Team player able to work under pressure enthusiasm is essential Adaptable and resilient in a fast-paced environment Strong organizational skills and attention to detail Familiarity with Customer Relationship Management CRM software e g SalesForce Comfortable with data analytics tool Language Good command of spoken and written English Others May require frequent travel Domestic IND and International Proficiency in using SA At Thales we provide CAREERS and not only jobs With Thales employing 80 000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad in their existing areas of expertise or by branching out into new fields Together we believe that embracing flexibility is a smarter way of working Excellent journeys start here apply now