Customer Service Advisor jobs in United Arab Emirates

Join Rapiscan Systems, a global leader in detection technology, delivering advanced cargo and vehicle inspection solutions for ports, borders, military sites, and high-security facilities. Our innovative X-ray systems help combat terrorism, drug smuggling, illegal immigration, and trade fraud. With a commitment to excellence, we provide best-in-class imaging, reliability, and user satisfaction.

Role Overview

The Service Director – Detection Security MEA is a senior leadership role responsible for the end-to-end technical service delivery of high-value capital equipment across the MEA region. This role carries full P&L accountability for multi-million dollar service contracts and is pivotal in ensuring the performance, reliability, and lifecycle support of complex detection systems.

This position leads all service operations related to technical engineering, maintenance, and reactive support for Rapiscan’s Detection Security products. The successful candidate will be a seasoned technical leader with deep experience in managing large-scale service contracts, customer relationships, and engineering teams across diverse geographies.

• Lead the regional service delivery of advanced detection equipment, ensuring technical excellence in installation, commissioning, preventive maintenance, and reactive field support.
• Own and manage multi-million dollar service contracts, ensuring SLA/KPI compliance, risk mitigation, and profitability.
• Drive technical service innovation, leveraging engineering best practices to improve equipment reliability and performance.
• Oversee field service engineering teams, ensuring consistent delivery against performance metrics and customer expectations.
• Collaborate with Sales, Service Sales, Program Management, and Engineering to support bids, tenders, and pre-sales technical service planning.
• Ensure robust technical training programs for service engineers, including cross-training and certification on all equipment platforms.
• Manage service-related financials including budgeting, quoting, invoicing, receivables, and forecasting.
• Develop and maintain strong relationships with customers, service partners, and internal stakeholders to ensure high levels of satisfaction and contract retention.
• Lead technical escalations, providing clear recovery plans and proactive risk management.
• Drive continuous improvement in service delivery processes, tools, and reporting in collaboration with global service leadership.
• Champion preventive, predictive, and proactive maintenance strategies to extend equipment life and reduce downtime.
• Engage in strategic planning to align service capabilities with evolving customer and business needs.

• Proven experience in technical service leadership within capital equipment industries (e.g., security, industrial automation, medical devices, aerospace).
• Strong engineering background with the ability to understand complex systems and lead technical teams.
• Demonstrated success in managing large-scale service contracts and customer relationships across international markets.
• Expertise in service operations, including field engineering, contract management, and service delivery optimization.
• High proficiency in ERP (Navision), CRM (Dynamics 365), and service delivery platforms (Resco, Maximo, ServiceMax).
• Excellent analytical, organizational, and communication skills.
• Comfortable operating in high-pressure environments with multiple priorities.
• Degree in Engineering or related technical field; MBA preferred or equivalent industry experience.

Based in MEA region with travel averaging approximately 35%, including short-notice visits to customer sites