Customer Support Manager – Aerospace (Field Representative) – Dubai, UAE

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
Department / Functional Area: Administration
Experience: years
Vacancy: 1