Customer Support Manager

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 (delays & cancellations, 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.

Qualifications

• Degree or diploma in Aerospace, Aeronautical, or Mechanical Engineering (or equivalent experience).
• Solid experience in aerospace maintenance (airline, MRO, OEM, or similar), ideally on nacelles, engines, or 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 is a plus.
• 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.

Additional information

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

Other requirements:
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.

Remote work

No

Employment type

Contract

Key skills

• Active Directory
• Technical documentation
• Windows
• On-site support
• Test equipment
• Linux
• Internet
• Preventive maintenance
• Technical assistance
• Troubleshoot
• Problem resolution
• Setup
• Hardware
• Technical support
• UNIX