Customer Support Specialist

Customer Support Specialist

Location: Salt Lake City, United States of America

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.

Position Summary

Thales is looking for a Customer Support Specialist, whose role is to provide exceptional customer support by managing spares and repairs activities while ensuring the accurate and timely processing of customer requests, quotations, orders, and repair transactions. This role serves as a primary point of contact for both internal and external customers and plays a key role in supporting order fulfillment, operational efficiency, and overall customer satisfaction through close collaboration with cross-functional teams. The position requires strong organizational skills, attention to detail, excellent communication, and the ability to effectively manage multiple priorities in a fast-paced customer-focused environment. In this position, you will support day-to-day customer service operations by responding to customer inquiries, preparing quotations, processing orders and repair transactions, maintaining accurate records, and providing timely updates on order and repair status. You will serve as a trusted partner to customers and internal stakeholders by coordinating with cross-functional teams to ensure efficient execution of customer requests while following established processes and procedures. Success in this role requires professionalism, strong problem-solving skills, a commitment to delivering exceptional customer service, and the ability to build positive relationships while ensuring accuracy, responsiveness, and a high level of customer satisfaction.

Key Areas of Responsibility

• Serve as the primary point of contact for customers by responding to inquiries related to spares, repairs, quotations, order status, delivery schedules, and repair estimates while providing exceptional customer service throughout the order lifecycle.
• Process customer quotations, sales orders, Returned Material Authorizations (RMAs/MRAs), and repair transactions within the ERP/MRP system, ensuring accuracy, compliance with established procedures, and adherence to contractual requirements.
• Coordinate with cross-functional teams, including Operations, Supply Chain, Engineering, Finance, and Accounting, to support order fulfillment, communicate status updates, resolve issues, process customer credits, and ensure timely execution of customer requests.
• Maintain accurate customer records, pricing information, order documentation, repair data, and related customer support materials while ensuring data integrity and compliance with company processes.
• Monitor customer account activity and assist with departmental reporting, key performance indicators (KPIs), and collection support activities to help drive operational performance and customer satisfaction.
• Identify, escalate, and support the resolution of customer concerns, order exceptions, and process issues while participating in continuous improvement initiatives that enhance customer service, operational efficiency, and overall business performance.

Minimum Qualifications

• Minimum of 2 years of experience in customer service, order management, sales support, repair administration, supply chain support, or a related customer-facing operations environment.
• Demonstrated ability to provide exceptional customer service while building positive relationships through strong verbal, written, and interpersonal communication skills. Strong organizational skills with exceptional attention to detail and the ability to accurately process transactions while following established policies and procedures.
• Proven ability to manage multiple priorities, meet deadlines, and adapt to changing business needs within a fast-paced, team-oriented environment.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint, with the ability to effectively manage documentation and customer communications. Ability to collaborate effectively with cross-functional teams, exercise sound judgment, and contribute to operational efficiency while supporting customer satisfaction.
• Must be a US Person as defined in applicable law.
• Must be a U.S. Person as defined in applicable law, or otherwise authorized or eligible for authorization, to access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR).

Special Position Requirements

• Associate degree or an equivalent combination of education and relevant work experience.
• Experience supporting the aerospace, defense, manufacturing, electronics, or other highly regulated industries is preferred.
• Experience working with ERP/MRP systems is preferred, with SAP experience considered a plus.
• Familiarity with government contracting environments and systems, including PIEE, WAWF, CAV, and GFP, is preferred.
• Experience supporting spares, repairs, aftermarket services, customer order fulfillment, or similar operational support functions is preferred.
• Ability to lift up to 25 pounds and occasionally assist with the movement of materials throughout the facility. Position follows a first-shift 9/80 schedule and may require occasional overtime or weekend work. Work is performed in an office, manufacturing, production, and warehouse environment with minimal travel as business needs require.

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

If you're excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at View email address on click.appcast.io.

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 46,378.50 - 77,297.50 USD Annual.

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including but not limited to the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please raise HR request through MyThales)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

Company paid holidays and Paid Time Off

Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program