Technical Customer Service Expert (Open also to Protected Categories, Law 68/99)

Location: Gorgonzola, Italy

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.

Gorgonzola hosts Navigations Air Systems (NAS) domain. The activity of NAS domain: avionics, navigation and radar systems for civil air traffic and technologies supporting the activities of civilian and military pilots, ATC controllers and technicians of several airlines, air traffic control agencies and Air Force around the world. Italy is the Group’s Competence center for the design, production and delivery of Navigation Aids products and Competence Centre for the delivery of non-Radar Surveillance Products.

Role Overview 

We are seeking a Customer Service Technical Expert to provide advanced technical support for customers and internal stakeholders in relation to radio navigation and air traffic support systems. The role is focused on remote technical assistance, troubleshooting, fault investigation, and issue resolution for complex installed solutions, with particular emphasis on TACAN, ILS, VOR, and DME systems. 

The successful candidate will act as a key technical interface between customers and internal functions, contributing to service excellence through strong analytical capabilities, structured problem-solving, and effective cross-functional collaboration. This position is part of an international environment where English is mandatory and additional languages are considered an asset.

 
Key Responsibilities 

• Deliver advanced remote technical support to customers and service teams on system and product-related issues. 
• Perform troubleshooting, diagnosis, and fault isolation for complex technical anomalies. 
• Lead or contribute to fault analysis and root cause analysis activities. 
• Use and interpret technical documentation, schematics, procedures, and support materials to investigate issues and identify solutions. 
•  Manage technical cases through ticketing systems, ensuring traceability, responsiveness, and effective communication. 
•  Collaborate with Engineering, Field Service, and Quality teams to coordinate investigations and corrective actions. 
• Provide a high standard of customer communication, ensuring professionalism, clarity, and responsiveness. 
• Contribute to service improvement through feedback sharing, issue trending, and lessons learned. 
•  Available to travel worldwide for limited time, if requested. 
• Ability to present data and analysis to Management level audience.
• Technical Domain : Radio navigation systems, ILS, VOR, DME, TACAN, RCSI, RF-related troubleshooting, Networking, communication protocols, and MCS software.

Required Qualifications 

• Degree or technical education in Electronics, Telecommunications,
• Electrotechnics, or equivalent. 
•  Solid experience in: 
•  troubleshooting 
• technical documentation analysis 
• fault investigation and root cause analysis 
• remote support and technical diagnosis 
• ticket management and customer communication 
•  Knowledge of RF systems and radio navigation products, ideally including ILS, VOR, and DME. 
•  Familiarity with networking, communication protocols, and MCS software. 
• Experience interfacing with Engineering, Field Service, and Quality teams. 
• Experience with Thales products or equivalent systems is considered a strong advantage. 
• Strong customer orientation and problem-solving skills. 
• English is mandatory 
• Additional languages are a plus 

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. Great journeys start here, apply now!