Customer Support Manager – Aerospace (Field Representative) – Dubai, UAE
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Job Summary
Title: Customer Support Manager Aerospace (Field Representative) Dubai UAE
Industry: Aerospace/ Aviation
Location: Dubai UAE Airline/Airport Site-Based
Contract Type: 12-month assignment renewable Full-time
Job Description
We are looking for a Customer Support Manager (CSM) with a strong Field Representative background to support in-service activities for a wide-body fleet operated by a leading airline in the Middle East.
Based full-time in Dubai on the airlines premises you will manage customer support operations for nacelle and related equipment on a major wide-body programme (including A380) ensuring smooth day-to-day operations and a high level of customer satisfaction.
You will be the main interface between the airline the OEM support organization and internal technical teams providing 24/7 support when necessary to help prevent and mitigate operational disruptions (AOG delays cancellations) linked to the equipment in your scope.
Key Responsibilities
- Manage Customer Support operations on the airlines site for nacelle and related equipment on the A380 fleet.
- Act as the primary point of contact for the customers technical maintenance and operational teams.
- Build maintain and develop strong customer relationships at all levels ensuring satisfaction and trust over the long term.
- Provide day-to-day technical advice to the airlines teams to avoid or reduce operational disruptions (D&C AOG repeated removals etc.).
- Coordinate and follow up on maintenance actions and repairs related to the equipment in scope.
- Anticipate and identify potential technical spares or commercial issues/opportunities affecting the maintenance and operation of the equipment and propose mitigation plans.
- Monitor and report operational KPIs (technical events delays removals turnaround time service level etc.) to the central Customer Support organisation.
- Prepare clear and regular reports on activities issues risks and improvement actions.
- Use dedicated OEM/customer portals and digital tools for event tracking case management and documentation (including tools equivalent to SAFRAN portals).
- Represent the OEM/customer support organization on site and lead local support processes in coordination with remote teams.
- Contribute to continuous improvement of processes and customer experience.
- Support knowledge transfer coaching and competence development of local teams
Qualifications :
- Degree or diploma in Aerospace/Aeronautical/Mechanical Engineering (or equivalent experience).
- Solid experience in Aerospace Maintenance (airline MRO OEM or similar) ideally on nacelles/engines/structures.
- Previous experience as Field Representative Customer Support Engineer/Manager In-Service Support or similar working directly with airline customers.
- Good knowledge of wide-body aircraft operations; experience with A380
- Understanding of airline/MRO maintenance processes (line and base maintenance troubleshooting reliability).
- Comfortable using OEM and airline portals/digital tools for technical event follow-up documentation and reporting (experience with SAFRAN-type portals is a plus).
- Strong customer-facing and communication skills with the ability to manage expectations in a demanding operational environment.
- Rigorous organized and able to work autonomously on a remote customer site while reporting regularly to central teams.
Additional Information :
Languages
- Arabic: fluent
- English: fluent
- French: fluent (or strong professional proficiency)
Other Requirements
- Eligible to obtain and maintain airport airside access in Dubai.
- Willing to be based on the airlines premises (airport/maintenance environment).
- Availability for occasional out-of-hours or 24/7 support in case of operational emergencies.
- Strong sense of confidentiality data protection and compliance with local regulations and airline/OEM safety rules.
If you are passionate about aerospace enjoy being close to airline operations and want to play a key role in supporting a strategic wide-body programme in the Middle East we would be pleased to review your application.
Please note that only shortlisted candidates will be contacted
Remote Work :
No
Employment Type :
Contract
Key Skills
- Active Directory
- Technical Documentation
- Windows
- On-Site Support
- Test Equipment
- Linux
- Internet
- Preventive Maintenance
- Technical Assistance
- Troubleshoot
- Problem Resolution
- Setup
- hardware
- Technical Support
- UNIX
About Company
Why join SEGULA Technologies? Take part in the world of the future in an international corporation with strong growth. At SEGULA Technologies, you will work on exciting projects and shape the future in a company for whom innovation and engineering are inseparable. Subjects like 3D pr ... View more
