Customer Service Manager – Robotics & Drones

Job Title: Customer Service Manager – Robotics & Drones Location: Abu Dhabi, UAE 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 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.

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