Customer Support Manager – Aerospace (Field Representative) – Dubai, UAE

Segula Technologies; Dubai; On-site; AED 240,000 - 400,000; Full time

Job summary

Segula Technologies in Dubai invites a seasoned Customer Support Manager (Field Representative) to support in-service activities for a wide-body fleet, including A380, on airline premises.

You will coordinate 24/7 support with OEM teams, manage on-site operations, build strong customer relationships, and drive continuous improvement in maintenance and service delivery.

Qualifications

• Degree or diploma in Aerospace/Aeronautical/Mechanical Engineering.
• Solid experience in Aerospace Maintenance (airline MRO or similar), nacelles/engines/structures.
• Previous Field Representative/Customer Support Engineer experience with airline customers.
• Strong knowledge of wide-body aircraft operations and A380 experience.
• Familiar with airline/MRO maintenance processes and digital event reporting.

Responsibilities

• Manage Customer Support operations on the airline's 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.
• Provide day-to-day technical advice to the airlines teams to avoid or reduce operational disruptions.
• 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 and propose mitigation plans.
• Monitor and report operational KPIs to the central Customer Support organisation.
• Prepare clear and regular reports on activities issues risks and improvement actions.
• Use OEM/customer portals and digital tools for event tracking and documentation.
• Represent the OEM/customer support organization on site and lead local support processes.
• Contribute to continuous improvement of processes and customer experience.

Skills

Customer-facing

Field representative

Aerospace maintenance

Aircraft operations knowledge

Documentation and reporting

Education

Aerospace/Aeronautical/Mechanical Engineering degree

Tools

OEM portals

SAFRAN portals

Job description

Title:Customer Support Manager Aerospace (Field Representative) Dubai UAE

Industry:Aerospace/ Aviation

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

Job Description

We are looking for a Customer Support Manager (CSM)with a strong Field Representativebackground 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 operationson the airlines site for nacelle and related equipment on the A380 fleet.
• Act as the primary point of contactfor the customers technical maintenance and operational teams.
• Build maintain and develop strong customer relationshipsat all levels ensuring satisfaction and trust over the long term.
• Provide day-to-day technical adviceto the airlines teams to avoid or reduce operational disruptions (D&C AOG repeated removals etc.).
• Coordinate and follow up on maintenance actionsand repairs related to the equipment in scope.
• Anticipate and identify potential technical spares or commercial issues/opportunitiesaffecting 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 reportson activities issues risks and improvement actions.
• Use dedicated OEM/customer portals and digital toolsfor 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 improvementof processes and customer experience.
• Support knowledge transfer coaching and competence developmentof local teams

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 Supportor 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 toolsfor 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.

Additional Information :

Languages

• Arabic:fluent
• English:fluent
• French:fluent (or strong professional proficiency)

Other Requirements

• Eligible to obtain and maintain airport airside accessin Dubai.
• Willing to be based on the airlines premises(airport/maintenance environment).
• Availability for occasional out-of-hours or 24/7 supportin case of operational emergencies.
• Strong sense of confidentiality data protection and compliance with local regulations and airline/OEM safety rules.

Remote Work :

No

Employment Type :

Contract