Customer Service Manager – Robotics & Drones
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Key skills for this role
Role Overview
Customer Service Manager role leading customer support and after-sales operations for robotics and drone/UAV solutions.
The role serves as the main customer escalation point and coordinates service delivery across technical teams.
Key Skills for This Role
Full Job Posting
Role Overview
Customer Service Manager role leading customer support and after-sales operations for robotics and drone/UAV solutions.
The role serves as the main customer escalation point and coordinates service delivery across technical teams.
Key Responsibilities
- Manage customer service and technical-support operations for robotics and drone solutions.
- Coordinate with engineering, technical, operations, sales, and field-service teams.
- Manage onboarding, product handover, user training, maintenance, and service requests.
- Monitor SLAs, tickets, escalations, customer satisfaction, and service KPIs.
- Prepare reports, incident summaries, and improvement plans.
- Support warranty, maintenance-contract, and service-renewal activities.
- Maintain customer and service records in CRM and ticketing systems.
Requirements
- Bachelor’s degree in Business, Engineering, Aviation, Technology, or a related field.
- Five to eight years of experience in customer service, customer success, after-sales, or service operations.
- Two to three years of experience leading a customer service or support team.
- Experience with robotics, drones/UAVs, autonomous systems, aviation technology, industrial automation, or similar technical products.
- Strong knowledge of customer support processes, SLAs, CRM or ticketing systems, and stakeholder management.
- Excellent communication, problem-solving, team leadership, and client-management skills.
Preferred Experience
- UAE or GCC experience is preferred.
- Experience with commercial drone operations, UAV maintenance, drone software, aviation compliance, or technical field-service operations is preferred.
Location
- The role is based in Abu Dhabi, UAE.
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