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Technical Support Manager
Technical Support Manager
About the Role
Location: Carterton, United Kingdom Thales is a global technology leader with over 83,000 employees across five continents.
With more than 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of the UK through extraordinary technology for customers while delivering social value.
This role, primarily based at RAF Brize Norton and requiring travel to customer sites across Europe and our facilities in Crawley, seeks a Technical Support Manager responsible for:
- Providing product and technical support for Training & Simulation equipment
- Maintaining relationships with both customer teams and project/product teams
Key Responsibilities
- Collaborate with Engineering Delivery and Programme Managers to resolve in-service product and technical issues.
- Diagnose and troubleshoot software/hardware problems for customers and end-users regarding Flight Simulator Training Devices (FSTD’s).
- Continuously research solutions for software and hardware issues while learning deeper technical product knowledge for diagnostics.
- Manage a Technical Support Portal, offering direct technical assistance to end-users.
- Analyze system/equipment issues, apply targeted problem-solving, and track to resolution within agreed timelines.
- Provide multi-channel support via phone, email, chat, and remote assistance until issues resolve.
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Who We’re Looking For
Essential Requirements:
- Proven experience as a Product Support Engineer, Technical Support Engineer, Systems Solution Engineer, or similar role.
- Practical software and hardware/SIV/VQ experience.
- Ability to diagnose and troubleshoot basic technical issues.
- Strong problem-solving and clear communication skills (across technical and non-technical audiences).
- Background in customer/technical support, engineering, or technology.
Key Traits:
- Willingness to travel frequently (including short-notice 3-day trips) for on-site support of simulator AOG (Aircraft On Ground) situations.
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Desirable (but not required):
- Experience with Thales equipment, training/simulation systems, and military civil regulatory frameworks for FSTDs.
Security Requirements
- Must be a UK national.
- Requires achieving Security Clearance (SC) without caveats (UKSV procurement).
Benefits
Standard Offerings:
- Performance bonus, 28 days annual leave (buy up to 40 hrs/year)
- 24 hours paid volunteering leave
- 24/7 Employee Assistance Programme, mental wellbeing app, matched pension scheme, life cover, miscellaneous employee discounts (reitailers/shops)
- Free gym membership recognition
Organisational Commitment:
- Equal opportunities and diverse workplace policies.
- Support for volunteering, parenthood, wellbeing/diversity networks among others.
To explore other opportunities, please join the Thales Talent Community.
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