Position Overview
We currently have an opportunity for a Technical Support Manager to be responsible for the delivery and provision 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 in order to effectively maintain relationships with both our project/product teams and our customers.
Responsibilities
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). You will research and identify solutions to software and hardware issues, and continuously grow your technical familiarity with product design and implementation to aid with diagnostics and troubleshooting of technical issues.
You will manage a Technical Support Portal, providing direct technical assistance to end‑users, asking targeted questions to quickly understand the cause of problems, tracking system and equipment issues through to resolution within agreed time limits, and assisting customers through a series of actions via phone, email, chat and remote assistance until the technical issue is resolved.
Qualifications
Proven work experience as a Product Support Engineer, Technical Support Engineer, Systems Solution Engineer or similar role. Demonstrated 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. Experience in customer and 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
- Training and/or simulation domain knowledge and experience
- Civil and military regulation knowledge regarding the use and/or qualification of flight simulator training devices
Security & Legal Requirements
This role requires you to be a UK National and achieve Security Clearance (SC) without any caveats. If you do not currently hold SC, you must undergo, achieve and maintain SC clearance before commencing employment. A dual national from a non‑ITAR country may be considered upon MOD approval. 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.
For further guidance, please see the UKSV website.
Benefits
- 28 days annual leave (plus bank holidays) with opportunity to buy up to 40 hours per year (pro rata)
- 24 hours volunteering paid for
- Matched pension scheme
- Life cover
- 24/7 Employee Assistance Program and access to a mental well‑being app
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
Equal Opportunity Statement
At Thales, we ensure equal opportunities, pay and working conditions for all.
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