Customer Care - FSR

About EDGE

About the Role

Customer Communication and Liaison

• Serve as the primary contact for defense customers, end users, and program representatives regarding repair, maintenance, production, and delivery status.
• Provide updates on repair progress, parts availability, testing, technical actions, and expected completion dates.
• Communicate schedule risks, delays, and changes professionally.
• Translate technical and operational information into clear customer-focused communication.

MRO and Cross-Functional Coordination

• Coordinate with MRO, FSR, engineering, production, quality, inventory planning, supply chain, and logistics teams.
• Track work orders, turnaround time, material availability, technical actions, testing, inspection, and release milestones.
• Align customer commitments and delivery expectations with operational progress.
• Support recovery actions for delayed or priority customer assets.

Documentation and Reporting

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

Issue Escalation and Resolution

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

Compliance and Customer Service

• Ensure communications comply with defense security, confidentiality, export-control, and company policies.
• Handle sensitive technical, operational, and customer information with discretion and security awareness.
• Build trusted relationships with defense end users, operators, maintenance organizations, and program representatives.
• Support customer satisfaction through ownership, responsiveness, and cross-functional coordination.

Basic Qualifications

• Bachelor’s degree or diploma in business administration, engineering, or a related field.
• At least 3–5 years of customer coordination experience in defense, aerospace, or a technical MRO environment.
• Strong written and verbal communication skills.
• Good understanding of EOIR systems or electronics terminology.
• Experience with ERP systems and service work-order tracking.
• Ability to coordinate across technical teams and manage multiple customer cases.
• Fluent Arabic reading, writing, and speaking is mandatory.
• English proficiency is required for the role.