(BG-471) | Customer Service Specialist

Location: Gorgonzola, Italy
Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning, to threat neutralisation, our platforms cover all levels from very short-range systems, to extended protection across the entire battle-space including Airspace Mobility Solutions, Vehicles and Tactical Systems and Missile Defence, Optronics, and Radar.
Gorgonzola hosts Navigations Air Systems (NAS) domain. The activity of NAS domain: avionics, navigation and radar systems for civil air traffic and technologies supporting the activities of civilian and military pilots, ATC controllers and technicians of several airlines, air traffic control agencies and Air Force around the world. Italy is the Group’s Competence center for the design, production and delivery of Navigation Aids products and Competence Centre for the delivery of non-Radar Surveillance Products.
He/she operationally supports the NAS Customer Contact Centre (contact center, helpdesk, hotline) in accordance to the GBU/BL Digital Front Office (DFO) concept and He/she contributes in managing the repair and spares aftermarket business.
In this capacity
- Managing NAS Customer Contact Center (CCC)
- Monitors the Customer front office performance: Customer requests processing time, conversion rate of quotations into orders, turnover
- Identifies Opportunities and Risks, escalates them to the NAS Customer Request Manager
- optimizes the experience feedback
- leads continual service improvement approach
- Ensures the Customer requests are understood, qualified, prioritized, handed over to the appropriate teams and processed within Thales organization. Ensures the request lifecycles are managed
- Monitors and manages where applicable the SLA performance. Verifies Customer satisfaction on a regular basis. Makes visits to its Customers, understands causes of dissatisfaction and defines action plan. Liaise with Account manager where appropriate
- Is empowered to make business decisions to ensure Customer satisfaction and / or to take decisions to mitigate Thales losses and/or penalties (levers depending on pre-defined business rules / catalogue / delegation rules)
- Supporting the Aftermarket spares requests including repairs if requested.
**Experience**:
- Bachelor’s Degree or 10 years of working experience in large Corporation.
- Knowledge of Project Management methods and processes
- Ability to understand all aspects of both business and technology.
- Fluent in English.
- Fluent in French.
- Preferably additional languages such as Italian or German.
- Job Skills: Applies the required Knowledge, Skills, and Abilities in the performance of essential job duties:
- Ability to review and validate service contract related dashboards
- Ability to read and interpret commercial & technical documents such as customer contracts, third party agreements with Key Industrial Partners & suppliers, internal & external safety rules, operating and maintenance instructions and procedure manuals.
- Knowledge of standard office / project management tools
- Preferably good knowledge on Customer Contact Centre tools and related processes
- Global understanding of the concept of “Total Cost of Ownership (TCO)” calculations and methods
**Social competencies**:
- Interpersonal and verbal communication skills with written presentation and reporting writing skills
- Independence and creativity in solving problem
- Team leadership skills, lateral leadership
- Commercial thinking
- Orientation to results
- Strength in dealing with international teams and different cultures
- Willingness to travel worldwide