Customer Service Manager – Robotics & Drones

About the Role / About the Job

We are seeking an experienced Customer Service Manager to lead customer support and after-sales operations for robotics and drone/UAV solutions.

Key Responsibilities:

• Manage customer service and technical-support operations for robotics and drone solutions.
• Serve as the main escalation point for customers and ensure timely issue resolution.
• Coordinate with engineering, technical, operations, sales, and field-service teams.
• Manage customer onboarding, product handover, user training, maintenance, and service requests.
• Establish and monitor SLAs, support tickets, escalation processes, customer satisfaction, and service KPIs.
• Prepare service reports, incident summaries, and improvement plans.
• Support warranty, maintenance-contract, and service-renewal activities.
• Maintain accurate customer and service records in CRM/ticketing systems.

Requirements

• Bachelor’s degree in Business, Engineering, Aviation, Technology, or a related field.
• Minimum 5–8 years of experience in customer service, customer success, after-sales, or service operations.
• At least 2–3 years’ experience leading a customer service or support team.
• Experience in robotics, drones/UAVs, autonomous systems, aviation technology, industrial automation, or similar technical products is essential.
• Strong knowledge of customer support processes, SLAs, CRM/ticketing systems, and stakeholder management.
• Excellent communication, problem-solving, team leadership, and client-management skills.
• UAE/GCC experience is preferred.

Preferred:

• Experience with commercial drone operations, UAV maintenance, drone software, aviation compliance, or technical field-service operations.