Customer Care - FSR

ABOUT THE ROLE

The Customer Service Representative acts as the primary liaison between defense customers/end users and internal MRO, Field Service, Engineering, Production, Quality, Supply Chain, Inventory, and Logistics teams. The role ensures accurate, timely, and professional communication throughout the repair, maintenance, production, testing, and delivery lifecycle of defense systems and equipment.

RESPONSIBILITIES

Customer Communication & Liaison

• Serve as the primary point of contact for defense customers, end users, and program representatives regarding repair, maintenance, production, and delivery status.
• Provide timely and accurate updates on repair progress, parts availability, testing, technical actions, and expected completion dates.
• Proactively communicate schedule risks, delays, and changes while maintaining professional customer relationships.
• Translate technical and operational information into clear, customer-focused communication.

MRO & Cross-Functional Coordination

• Coordinate closely with MRO, FSR, Engineering, Production, Quality, Inventory Planning, Supply Chain, and Logistics to obtain accurate real-time status.
• Track work orders, Turnaround Time (TAT), material availability, pending technical actions, testing, inspection, and release milestones.
• Ensure customer commitments and delivery expectations remain aligned with actual operational progress.
• Support recovery actions for delayed or priority customer assets.

Documentation & Reporting

• Maintain accurate customer communication records, service logs, work-order status, and action tracking.
• Prepare customer status reports, repair-progress summaries, and dispatch notifications.
• Coordinate documentation required for shipment, import/export permits, warranty cases, return-to-service, and customer acceptance.

Issue Escalation & Resolution

• Identify and escalate technical delays, parts shortages, quality concerns, and other risks affecting customer commitments.
• Coordinate with responsible internal teams and follow issues through to resolution and closure.
• Maintain clear ownership and follow-up of customer actions and escalations.

Compliance & Confidentiality

• Ensure all customer communications comply with applicable defense security, confidentiality, export-control, and company policies.
• Handle sensitive technical, operational, and customer information with the highest level of discretion and security awareness.

Customer Relationship & Service Excellence

• Build trusted relationships with defense end users, operators, maintenance organizations, and program representatives.
• Deliver proactive, transparent, and reliable customer support consistent with the standards of a defense and aerospace OEM / Field Service organization.
• Support customer satisfaction through strong ownership, responsiveness, and effective cross-functional coordination.

BASIC QUALIFICATIONS

• Bachelor’s Degree or Diploma in Business Administration, Engineering, or related field.
• Minimum 3–5 years of experience in customer coordination within defense, aerospace, or technical MRO environment.
• Strong written and verbal communication skills.
• Good understanding of technical terminology related to EOIR systems or electronics.
• Experience working with ERP systems and tracking service work orders.
• High level of professionalism, confidentiality, and structured communication.
• Ability to coordinate across technical teams and manage multiple customer cases simultaneously.
• Fluent Arabic reading, writing & speaking is mandatory.

WHY CHOOSE THE COMPANY

Launched in November 2019, the company is one of the world's leading advanced technology groups, established to develop agile, bold and disruptive solutions for defense and beyond. It is dedicated to bringing breakthrough innovations, products, and services to market with greater speed and efficiency, positioning the UAE as a leading global hub for future industries, and creating clear paths within the sector for the next generation of highly skilled talent to thrive.

At the company, the real investment goes beyond compensation. Through our dedicated learning academy and digital learning platforms, employees have access to extensive opportunities to develop new skills, deepen their expertise, and advance their careers. Combined with the freedom to innovate, strong career support, and the opportunity to collaborate with world-class talent from across the globe, the company is a place where you can continue to grow, keep learning, and turn ambitious ideas into meaningful outcomes.

Working at the company also comes with a package that genuinely reflects how much we value our people. Salaries are highly competitive and tax-free and, depending on your role and seniority, benefits can include family visas, annual flight tickets, medical insurance for you and your dependents, and education allowances for your children.

CANDIDATE PRIVACY & EQUAL OPPORTUNITY STATEMENT

If you feel your skills, experience, and potential are a strong match for a role, we encourage you to apply even if you don’t meet every requirement. We are genuinely interested in what you can bring to the company.

Any information you share as part of your company candidate profile or job application will be handled in accordance with applicable data protection and privacy regulations.

The company is an equal opportunity employer committed to building a diverse, inclusive, and high-performing workforce. We believe every individual deserves to be treated with fairness, respect, and dignity, and our employment decisions reflect that. We do not discriminate based on race, colour, nationality, ethnicity, religion, gender, marital status, age, disability, pregnancy or parental status, or any other characteristic protected by applicable law.

As a global organization, effective collaboration across international teams is central to how we work, so English proficiency is required for all roles unless otherwise stated in the job posting.