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 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.

Key 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 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