Customer Service Manager – Robotics & Drones

TalentOne; Abu Dhabi; On-site; AED 200,000 - 340,000; Full time

Job summary

TalentOne in Abu Dhabi, UAE is seeking an experienced Customer Service Manager to lead customer support and after-sales operations for robotics and drone solutions.

The role focuses on managing escalations, coordinating with engineering and field teams, and driving onboarding, training, SLAs, KPIs, and service reporting.

The ideal candidate will have 5–8 years in customer service and 2–3 years in leadership within a technical field, with strong CRM knowledge and stakeholder management.

Qualifications

• Bachelor’s degree in Business, Engineering, Aviation, Technology, or a related field.
• 5–8 years of experience in customer service, customer success, after-sales, or service operations.
• 2–3 years’ experience leading a customer service or support team.
• Experience in robotics, drones/UAVs, autonomous systems, aviation tech, industrial automation, or similar technical products.
• Strong knowledge of customer support processes, SLAs, CRM/ticketing systems, and stakeholder management.

Responsibilities

• Manage customer service and technical-support operations for robotics and drone solutions.
• Serve as the main escalation point for customers and ensure timely issue resolution.
• Coordinate with engineering, technical, operations, sales, and field-service teams.
• Manage customer onboarding, product handover, user training, maintenance, and service requests.
• Establish and monitor SLAs, support tickets, escalation processes, customer satisfaction, and service KPIs.
• Prepare service reports, incident summaries, and improvement plans.
• Support warranty, maintenance-contract, and service-renewal activities.
• Maintain accurate customer and service records in CRM/ticketing systems.

Skills

Customer service

Customer success

Service operations

Leadership

CRM/ticketing

SLA management

Stakeholder management

Education

Bachelor's degree

Tools

CRM systems

Ticketing systems

Job description

Job Title: Customer Service Manager – Robotics & Drones

Location: Abu Dhabi, UAE

We are seeking an experienced Customer Service Manager to lead customer support and after-sales operations for robotics and drone/UAV solutions.

Key Responsibilities

• Manage customer service and technical-support operations for robotics and drone solutions.
• Serve as the main escalation point for customers and ensure timely issue resolution.
• Coordinate with engineering, technical, operations, sales, and field-service teams.
• Manage customer onboarding, product handover, user training, maintenance, and service requests.
• Establish and monitor SLAs, support tickets, escalation processes, customer satisfaction, and service KPIs.
• Prepare service reports, incident summaries, and improvement plans.
• Support warranty, maintenance-contract, and service-renewal activities.
• Maintain accurate customer and service records in CRM/ticketing systems.

Requirements

• Bachelor’s degree in Business, Engineering, Aviation, Technology, or a related field.
• Minimum 5–8 years of experience in customer service, customer success, after-sales, or service operations.
• At least 2–3 years’ experience leading a customer service or support team.
• Experience in robotics, drones/UAVs, autonomous systems, aviation technology, industrial automation, or similar technical products is essential.
• Strong knowledge of customer support processes, SLAs, CRM/ticketing systems, and stakeholder management.
• Excellent communication, problem-solving, team leadership, and client-management skills.
• UAE/GCC experience is preferred.

Preferred

• Experience with commercial drone operations, UAV maintenance, drone software, aviation compliance, or technical field-service operations.