Field Support Technician

Location: Virginia Beach, United States of America

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.

About the role

Arlington, VA (Hybrid)

Position Summary

Thales is looking for a Field Support Technician to lead and elevate customer support services throughout the US territory, encompassing all facets of customer interaction such as demonstrations, training, testing, maintenance, RMA activities, and beyond.

Regulatory Compliance Requirements

US - Access to Trade Controlled Hardware, Software, Technical Information - 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).

Key Areas of Responsibility

• Manage U.S. territory maintenance, product testing, and customer support, including customer maintenance, RMA activities, and on-site and remote ad-hoc support.
• Verify repair activities are properly tracked and inventory and track GSNA equipment.
• Test and verify existing and new products and provide input on customer requirements.
• Perform product demonstrations and deliver customer training.
• Serve as the direct interface with partners for technical support and provide input on and verify territory policies and procedures.
• Interface with appropriate company HQ resources as needed, including VP/Director/CEO/CTO/COO for Presales; Director of Technical Integration and Services, Systems Engineering, and NPI Lead for Technical Support; and Director of Customer Care for Customer Care/Support.

Minimum Qualifications

• Bachelor's degree in engineering or 5-8 years of relevant technical/engineering experience, or an equivalent combination of education and experience.
• Deep understanding of the satellite communication field, including key players, products, technology, industry regulations, and standards.
• Strong technical support background within the satellite communication industry.
• Experience operating satellite communication systems in LEO, MEO, and GEO, with proficiency in troubleshooting technical products and systems.
• Excellent verbal and written communication abilities with a commitment to delivering exceptional customer service and satisfaction.
• Willingness to travel and ability to thrive in a fast-paced environment.

Additional information

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!

Special Position Requirements

• Schedule: Core business hours, Monday through Friday.
• Physical Environment: Ability to support customer requirements or installation of satellite communications equipment on vehicle, aircraft, and maritime locations.
• Physical Demands: Ability to lift more than 25lbs.
• Travel: This position may require travel up to 30%.