Field Service Representative - Customer Support Manager – (Aerospace (A380 experience mandatory) Dubai, UAE

Description

• Contribute to continuous improvement of processes and customer experience.
• Act as the primary point of contact for the customer’s technical, maintenance and operational teams.
• 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.
• Support knowledge transfer, coaching and competence development of local teams
• Provide day-to-day technical advice to the airline’s teams to avoid or reduce operational disruptions (D&C, AOG, repeated removals, etc.).
• Monitor and report operational KPIs (technical events, delays, removals, turnaround time, service level, etc.) to the central Customer Support organisation.
• Build, maintain and develop strong customer relationships at all levels, ensuring satisfaction and trust over the long term.
• 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.
• Manage Customer Support operations on the airline’s site for nacelle and related equipment on the A380 fleet.
• Prepare clear and regular reports on activities, issues, risks and improvement actions.

Requirements

• Rigorous, organized and able to work autonomously on a remote customer site while reporting regularly to central teams.
• Strong customer-facing and communication skills, with the ability to manage expectations in a demanding operational environment.
• Eligible to obtain and maintain airport airside access in Dubai.
• Previous experience as Field Representative, Customer Support Engineer/Manager, In-Service Support or similar, working directly with airline customers.
• Arabic: fluent
• Comfortable using OEM and airline portals/digital tools for technical event follow-up, documentation and reporting (experience with SAFRAN-type portals is a plus).
• Degree or diploma in Aerospace/Aeronautical/Mechanical Engineering (or equivalent experience).
• Willing to be based on the airline’s premises (airport/maintenance environment).
• Solid experience in Aerospace Maintenance (airline, MRO, OEM or similar), ideally on nacelles/engines/structures.
• Good knowledge of wide-body aircraft operations; experience with A380
• English: fluent
• Understanding of airline/MRO maintenance processes (line and base maintenance, troubleshooting, reliability).
• Availability for occasional out-of-hours or 24/7 support in case of operational emergencies.
• French: fluent (or strong professional proficiency)
• Strong sense of confidentiality, data protection and compliance with local regulations and airline/OEM safety rules.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance