Customer Support Specialist

Thales; Salt Lake City (UT); On-site; USD 46,000 - 77,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Well-being program

Job summary

Thales is seeking a Customer Support Specialist in Salt Lake City to manage spares, repairs, quotes, orders, and repair transactions. You will be the main contact for customers and internal teams, ensuring accurate processing and timely updates throughout the order lifecycle.

You will collaborate with Operations, Supply Chain, Engineering, Finance, and Accounting to deliver exceptional service, maintain records, and support KPI-driven performance in a fast-paced environment.

Qualifications

• 2+ years of experience in customer service, order management, repair administration, or related roles.
• Excellent verbal, written, and interpersonal communication with strong organizational skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, team-oriented environment.
• Proficiency with Microsoft Office applications (Excel, Word, Outlook, PowerPoint).
• Must be a US Person or authorized for ITAR/EAR access to controlled data.

Responsibilities

• Serve as the primary point of contact for customers on spares, repairs, quotations, order status, delivery schedules, and repair estimates while providing exceptional customer service throughout the order lifecycle.
• Process customer quotations, sales orders, RMAs/MRAs, and repair transactions within the ERP/MRP system, ensuring accuracy and compliance with procedures.
• Coordinate with cross-functional teams (Operations, Supply Chain, Engineering, Finance, Accounting) to support order fulfillment and timely execution of requests.
• Maintain accurate customer records, pricing, order documentation, repair data, and related materials while ensuring data integrity.
• Monitor customer account activity and assist with KPIs and collections support to drive performance.
• Identify, escalate, and resolve customer concerns and process issues, contributing to continuous improvement.

Skills

Customer service

Order management

Communication skills

Attention to detail

Organizational skills

Multitasking

Education

Associate degree or equivalent

Tools

ERP/MRP systems

SAP

Microsoft Office

Excel

Word

Outlook

PowerPoint

Job description

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.

Customer Support Specialist

Salt Lake City, UT (Fully onsite)

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, upscale, 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.
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 [e-mail].
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.
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