Product Support Analyst

Thales Group; Glasgow; Hybrid; GBP 30,000 - 50,000

Job description

Location: Glasgow, United Kingdom

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, Missile Defence, Optronics, and Radar. Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better and keep us safer. We innovate across the major industries of Aerospace, Defence, Security, and Space. Your health and well-being matter to us, and that’s why we offer you the flexibility to do what’s important to you; whether that’s part-time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

THALES are looking to recruit a passionate & driven Product Support Analyst to play a key role in supporting the wider Product Support Teams managing Customer returns within the business. You will interface with Service Delivery Managers and Product Support Engineers to analyse trends in Customer Returns, both within and out of the warranty period.

By maximising your strong IT skills and utilising existing and future digital operations dashboards to best analyse the data available, you will drive management decisions in support of on-time delivery, sales order backlog, average days late, revenue, and EBIT targets related to Customer returns.

Location - Glasgow

What can we offer you?

On offer is a competitive salary and benefits package, which includes:

• Half day every Friday
• Opportunities for Hybrid Working
• Pension Scheme
• 28 days annual leave (Plus Bank Holidays)
• Life Cover
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts

What will you deliver?

• Analysing Customer returns for any trends and patterns.
• Utilising business systems to provide a measure of the number of returns within and out of the warranty period.
• Develop the Services scorecard to provide management information from the various data sources.
• Support weekly and monthly reporting cycles to the Head of Function.
• Liaise with functional team members and other internal stakeholders to support the drive to improve turnaround time of Customer returns.
• Support the Head of Function in preparing and managing the process governance at the prescribed intervals.

Who are we looking for?

• Data Analysis Skills: Proficient in analysing data to identify trends and patterns in customer returns, leveraging statistical methods and tools.
• Strong IT Skills: To enable you to extract and interpret return data, particularly regarding warranty periods.
• Reporting and Presentation Skills: Ability to develop and present comprehensive scorecards and reports that provide meaningful insights to management.
• Cross-Functional Collaboration: Strong communication and interpersonal skills to liaise effectively with functional team members and stakeholders.
• Problem-Solving Skills: Adept at identifying operational challenges and proposing solutions to improve the turnaround time for customer returns.
• Attention to Detail: Strong focus on accuracy and detail in data handling and reporting, ensuring reliable information is presented.
• Time Management: Ability to manage multiple reporting cycles and tasks while meeting deadlines effectively.

The successful candidate will need full Security Clearance (SC) - It would be advantageous if currently held; however, if not currently held, it is a requirement that the successful applicant undergo, achieve, and maintain SC Clearance prior to commencing employment. Please visit the UKSV website for further guidance.

#LI-DOM

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK, and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries, our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

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