Job Description

Company Description

Do you want to shape the world of tomorrow and work on innovative projects? Then you're a good fit for us! We are a global engineering group with 15,000 employees and 140 locations worldwide. With our services, we are driving the topics of energy efficiency, climate protection and decarbonization and developing tech industries into new dimensions.


The world of SEGULA Technologies Experts revolves around industries such as automotive, software, energy and life sciences. As an independent player, we support OEMs and suppliers with personal engineering services. Take advantage of new opportunities and take on exciting tasks and attractive positions with direct customer assignment.

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

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

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 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.

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