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Technical Support Manager
Technical Support Manager – Training & Simulation Engineering
Location: Carterton, United Kingdom (with UK customer bases, UK OEM facilities, and international travel requirements)
About the Role
Thales is a global technology leader with over 83,000 employees, providing security and stability through defence, space, aerospace, and digital security solutions. Based in the UK, we deliver critical technology to government, defence, and commercial customers while fostering social value.
We are looking for a Technical Support Manager to oversee the delivery of Product and Technical Support for Thales’ Training & Simulation equipment, with responsibility for:
- Providing frontline support to customers, including RAF Brize Norton and other UK/military sites in Europe.
- Bridges between project/product teamed, customer sites, and Thales’ OEM facilities in Crawley.
The role involves: ○ Conducting on-site support at customer facilities (requiring significant travel, including week-long deployments). ○ Managing relationship with customers, engineers, and product teams. ○ Troubleshooting & resolving technical failures in Flight Simulator Training Devices (FSTDs) within agreed SLAs.
Key Responsibilities
Support Delivery
- Serve as the primary interface between Thales’ In-Service Support team, Engineering Delivery, and customers for technical issues.
- Diagnose & resolve hardware and software-related failures in Training & Simulation equipment through direct interaction with end-users and clients.
- Gather & analyze root cause data to identify recurring issues, providing robust reports and corrective actions.
Technical Management
- Manage a dedicated Technical Support Portal for self-service diagnostics and remote assistance for end-users.
- Continuously expand technical knowledge to enhance capability in product forensic, diagnostics, and solution development.
- Ensure timescale SLA compliance for all installations, maintenance, and downtime scenarios.
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Customer Engagement & Resilience
- Establish readiness with customers through early allocation and coordination for critical troubleshoot and maintenance visits.**
- Conduct proactive AOG (Aircraft On-ground) interventions for both civil & military customers across Europe, frequenting customer sites as required by operational circumstances.
Required Experience & Skills
Must-Have
- Proven success as a Technical Support Manager, Product Support Engineer, Systems Solution Engineer, or similar role.
- Extensive hands-on experience with Software Engineering, Hardware Configuration, Systems Engineering, or IVVQ activities.
- Strong troubleshooting and problem-solving skills to diagnose and preserve complex technical issues.
- Excellent communication, with ability to debrief customers of technical details and act as a bilingual liaison.
- Customer-Facing & Technical Support background (military/aerospace/experience with Flight Simulation highly desirable).
- Willingness to travel regularly to customer sites across Europe, including possible short-notice deployments for AOG support.
- Basic ITAR/Airworthiness knowledge is preferred; expertise in civil and military aviation regulations is an advantage.
Desired Experience
- Previous experience with Thales support equipment and/or working in the defence or simulation training industry.
- Formalised experience/professional qualifications in Aviation Industry standards or flight simulator avionics.
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Security Clearance
Due to the nature of Thales activities within the UK Trade Controls Act (ITCA 2006):
- Applicants must be eligible for UK Security Vetting Clearance (SC level) without caveats.
- Dual-nationality from non-ITAR protected jurisdiction (requiring MoD approval) may be considered.
- Minimum criteria: Have lived in the UK for at least 3 of the last 5 years (with approved residence history).
What We Offer
Competitive Benefits
- Competitive performance-based remuneration & bonus scheme
- 28 days paid annual leave (purchasable up to 40 hours/year, pro rata)
- 24 hours paid volunteer credits per year
- Pension scheme with contribution
- Life insurance policy as a key benefit
- 24/7 Employee Assistance Programme + mental wellbeing resources
- Discounted shopping from major retailers
- Gym membership discounts and stress-relief programs
Additional Support
- Relocation assistance where needed
- Eligibility for private medical insurance (insert specifics)
- Freedom to flex working arrangements in an inclusive environment
Making a Difference at Thales
Our Commitment to You
- A diverse, inclusive workplace that values individual strengths.
- Continuous professional growth, connecting with our global talent networks.
For opportunities beyond this role:
- Register to join our Talent Pool, allowing opportunities to advance in related fields (please visit [Talent Community link placeholder]).
Thales builds a future all can trust.
Are you ready to innovative with us? Apply today.
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