Customer Service Manager (M/F)

TLD EUROPE; Dubai; On-site; AED 331,000 - 514,000; Full time

Job summary

TLD Europe is seeking a Customer Service Manager for Africa to lead after-sales service, field support, and team development. Reporting to the Sales & Service Director – Africa, you will balance hands-on technical work with strategic process building.

You will train technicians, manage warranties and service partners, monitor KPIs, and travel across Africa to support customers. Fluency in English is essential; French is a plus. Previous GSE or aviation service experience preferred.

Qualifications

• Hands-on experience in technical service or customer support with field work.
• Experience in GSE or aviation is desirable.
• Ability to own customer issues and drive resolution.
• Strong communication and cross-functional collaboration.
• Fluency in English; French is a plus.

Responsibilities

• Lead and develop the Africa Customer Service organization.
• Manage after-sales and technical activities across Africa.
• Involve in field work: commissioning, troubleshooting, and complex interventions.
• Train, coach and develop new technical staff.
• Coordinate service with customers, factories, and partners.
• Monitor KPIs and service tools; manage warranties and service bulletins.
• Travel regularly across Africa to support customers and the team.

Skills

Hands-on leadership

Field service

Troubleshooting

Training & mentoring

Travel readiness

Job description

Description :As part of the development of the new TLD Africa Sales & Service Organization (SSO), we are looking for a Customer Service Manager – Africa.Reporting to the Sales & Service Director – Africa, the CSM will be responsible for driving customer support service, developing our technical team and ensuring a strong and consistent level of service throughout Africa.This role requires a hands-on leader capable of balancing operational and managerial responsibilities. As the Africa region is in a start-up phase for machine sales and service operations, the Customer Service Manager (CSM) is expected to remain actively involved in field service activities, including commissioning, troubleshooting, and customer support. At the same time, the CSM will lead the development of the regional Customer Service organization, establishing processes, developing team competencies, and building a structured and scalable After-Sales Service team.Main Responsibilities :Support the development and growth of the new TLD Africa SSO from a customer service and technical perspective.Manage and support TLD after-sales and technical activities across Africa.Remain actively involved in field work, troubleshooting, commissioning and complex technical interventions.Train, coach and develop new technical staff as the Africa organization expands.Transfer technical knowledge and best practices to new ASTs and service partners.Support ASTs remotely and on-site when required.Coordinate service activities with customers, factories, spare parts, sales and external service partners.Manage warranty cases, technical issues, service bulletins and equipment follow-up.Ensure customer issues are handled quickly and professionally with a strong focus on reducing equipment downtime.Monitor service performance and maintain the required TLD service tools, reporting and KPIs.Support the selection, training and monitoring of third-party service partners throughout Africa.Conduct regular customer and service reviews and identify areas where TLD support can be improved.Travel regularly throughout Africa to support customers and the technical team.Profil recherché :What we are looking for:With strong practical experience in technical service, maintenance or customer support, you have proven hands-on experience working directly on equipment and resolving technical issues in the field. Previous experience in GSE or aviation would be highly desirable.You have a good understanding of service processes and customer expectations, and you have already supported, trained or mentored technicians. You take ownership of customer issues and drive them through to resolution, and you organize and prioritize service activities across multiple countries.Confident dealing directly with customers, factories and internal teams, you demonstrate strong communication skills. Fluency in English is essential for this position; French would be an advantage.This role requires extensive travel throughout Africa.If you're known for being customer-focused, practical and autonomous, and you're willing to remain hands-on, we want to hear from you!Join us and be a part of the journey! #WeAreTLD