Customer Support Manager jobs in Mexico

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Title: Field Service Representative - Customer Support Manager – (Aerospace (A380 experience mandatory) Dubai, UAE

Industry: Aerospace/ Aviation

Location: Dubai, UAE – Airline/Airport Site-Based

Contract Type: 12-month assignment renewable – Full-time

We are looking for a Customer Support Manager (CSM) with a strong Field Representative background 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 airline’s 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.

• 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 customer’s technical, maintenance and operational teams.
• Build, maintain and develop strong customer relationships at all levels, ensuring satisfaction and trust over the long term.
• Provide day‑to‑day technical advice to the airline’s teams to avoid or reduce operational disruptions (D&C, AOG, repeated removals, etc.).
• 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 affecting 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 reports on activities, issues, risks and improvement actions.
• Use dedicated OEM/customer portals and digital tools for 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 improvement of processes and customer experience.
• Support knowledge transfer, coaching and competence development of local teams.

• 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 Support or 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 tools for 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.

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

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

If you are passionate about aerospace, enjoy being close to airline operations and want to play a key role in supporting a strategic wide‑body programme in the Middle East, we would be pleased to review your application.

Please note that only shortlisted candidates will be contacted