Field Service Representative - Customer Support Manager (Aerospace (A380 experience mandatory) - dubai - AEROCONTACT

    AEROCONTACT
    AEROCONTACT dubai

    15 hours ago

    Description
    Company Description

    Do you want to shape the world of tomorrow and work on innovative projects? Then you're a good fit for us We are a global engineering group with 15,000 employees and 140 locations worldwide. With our services, we are driving the topics of energy efficiency, climate protection and decarbonization and developing tech industries into new dimensions.

    The world of SEGULA Technologies Experts revolves around industries such as automotive, software, energy and life sciences. As an independent player, we support OEMs and suppliers with personal engineering services. Take advantage of new opportunities and take on exciting tasks and attractive positions with direct customer assignment.

    Job Description

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

    Industry: Aerospace/ Aviation

    Location: Dubai, UAE Airline/Airport Site-Based Contract Type: 12-month assignment renewable Full-time

    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.
    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.

    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.
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