Deputy Product Support Manager

About Thales

Thales is a global leader in high technology, specializing in three sectors: Defense & Security, Aeronautics & Space, and Cyber & Digital. It develops products and solutions that contribute to a safer, more environmentally friendly, and more inclusive world. The Group invests nearly €4 billion annually in Research & Development, particularly in key innovation areas such as AI, cybersecurity, quantum, cloud technologies, and 6G. Thales has nearly 81,000 employees in 68 countries.

Our Commitments, Your Benefits

• Success driven by our technological excellence, your experience, and our shared ambition
• An attractive remuneration package
• Continuous skills development: training courses, internal academies, and communities
• An inclusive, caring environment that respects employees' work-life balance
• Recognized societal and environmental commitment

Your Daily Life

Located 20 minutes from the Paris-Saclay Technology Hub, the site is one of the largest surface radar centers of excellence. We contribute to developing, designing, integrating, and testing air surveillance radars for detecting and identifying targets.

The Customer Worldwide Services (CWS) Sector ensures customer satisfaction for the Surface Radar (SRA) and Integrated Air Systems (IAS) Business Lines and develops service activities for all of Thales's military radars. The PSM service is responsible for the sustainability of all these products. The Product Support Manager (PSM) role's missions are:

• Product availability and reliability
• Support system performance
• Product and support system lifecycle strategy
• Capitalization for the benefit of products and services

As Deputy Product Support Manager, you will be responsible for in-service Product Support. Your missions will include:

• Supervising all technical issues for GM radars in service
• Ensuring/piloting the processing of complex customer technical questions (issues outside the support concept) and leveraging product engineering support or specific experts to answer them.
• Defining an action plan to maintain product performance (processing of failure reports, minor functional improvement requests, evolutions of the support concept, maintenance documentation...) or proposing product evolutions.
• Preparing/justifying proposals for product evolution based on technical facts encountered in service
• Ensuring consistency of the product roadmap/support roadmap/proposed solution
• Contributing to the capitalization of technical facts that enable product mastery throughout its lifecycle
• Documenting and entering in-service product analysis data into reference databases.
• In case of operational unavailability of a radar:
  • Working in an integrated team to restore system service as quickly as possible.
  • Working collaboratively, exchanging feedback, sharing expertise/experience within the PSM GM team for a centralized product view.
• Occasional travel to accompany projects in customer meetings to present technical arguments or a sustainability report.

Your Profile

With a BAC+5 degree, you have experience/skills in:

• Maintaining operational products in service
• Technical support, ideally with knowledge of radar products
• Piloting investigations of varied technical contexts (hardware, services, software block interactions, maintenance maneuvers...)

Your commitment, curiosity, and sense of service are recognized qualities.

Thales, a Handi-Engaged company, recognizes all talents. Diversity is our greatest asset. Apply and join us!

As the position may require access to information related to national defense secrets, the selected candidate will undergo a security clearance procedure in accordance with articles R.2311-1 and following of the French Defense Code and IGI 1300 SGDSN/PSE of August 9, 2021.