Customer Support Manager

Safran Group; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Safran Aerosystems Services in Dubai seeks a seasoned Customer Services and Support professional to achieve high customer satisfaction, nurture long-lasting relationships, and act as the focal point for all customer matters. You will document actions in the CRM and lead on-site meetings.

The role requires 6+ years in aerospace, strong communication skills, and the ability to analyze data for improvements; you will coordinate with warranty and finance teams and support Field Technical

Qualifications

• Bachelor's degree or related field/equivalent experience.
• Typically requires 6 years of customer support in a commercial aerospace environment.
• Experience with lean principles and continuous improvement.

Responsibilities

• Achieve high customer satisfaction as measured by scorecards.
• Build and develop long-lasting customer relationships.
• Serve as the focal point for all customer matters and document actions in the CRM.

Skills

Communication skills

Analytical skills

Financial acumen

Leadership

Organizational skills

Relationship building

MS Project

MS Office

Education

Bachelor's degree

Tools

CRM platform

Job description

Published 10.02.2026 Company : Safran Aerosystems Services Job field : Customer services and support Location : Dubai , United Arab Emirates Contract type : Permanent Contract duration : Full-time Required degree : Master Degree Required experience : More than 5 years Professional status : Professional, Engineer & ManagerPublished 10.02.2026Job DescriptionSummary of Duties:• Responsible for achieving customer satisfaction which is measured through Airframer & Internal Scorecards• Building new and developing long-lasting relationships with customers• Operate as the focal point for all matters specific to their customers• Taking ownership of customers issues and following problems through to resolution• Responsible for keeping accurate records and documenting customer support actions and discussions within CRM platform• Perform on-site customer meetings as required ie Program Review Meetings (PRM),Technical Review Meeting (TRM), and Executive Review Meetings (ERM) etc.• Generate post visit reports and manage actions and commitments through to completion• Generate Key Performance Indicators (KPI's)• Analyze data to identify trends and areas of improvements• Serve as the focal for performance claims: coordinate with warranty teams to validate claim data, negotiate settlement with customer, track claims• Review, monitor and distribute customer(s) backlog reports, taking actions to prevent late deliveries.• Support SCS Finance department in the recovery of late AR helping finance with the right POCs and addressing systemic/ repetitive issues for corrective actions.• Awareness of customers internal issues which may affect the Safran Cabin Services business• Feedback information to Safran Cabin Service sales team on new sales opportunities and Program teams on at-risk parts: PMA, Owner Operator Parts• Awareness of customer support contractual obligations either through the Airframer contracts or specific contracts with a specific customer• Support Field Technical Representatives performing cabin inspections and generating the associated reports• Provide level 1 & 2 technical support using CMM's & technical drawings data• Support STC working parties as required, support Entry into service (EIS) for new aircraft types• Being available in accordance with constraints linked to aftermarket support domainJob RequirementsEducation: Bachelor's degree or related field/equivalent experience. Bachelor's preferredExperience: Typically requires 6 years of customer support and services experience in a commercial aerospace environment required. Experience with lean principles and continuous improvement. Proven ability to manage complex projects, Customer Requests or Concerns. Airline purchasing department experience is advantageous yet not essential.Computer Skills: Proficient with MS Project, competent with MS Office programsOther Skills: Excellent communication skills, both verbal and written. Ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.Company InformationSafran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated €31.3 billion in revenue in 2025. Safran holds, either independently or through partnerships, leading global or European positions in its markets.Safran was ranked second in the Aerospace & Defense sector in TIME magazine's \"\"World's Best Companies 2025\"\" ranking.Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety (oxygen systems, evacuation systems, flotation systems) and driving the transition toward decarbonized aviation through sustainable fuels. 6,200 employees, operations in 7 countries, and one shared objective: a safer sky.