Customer Service Manager – Robotics & Drones

Job Title: Customer Service Manager – Robotics & DronesLocation: Abu Dhabi, UAEWe 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.RequirementsRequirements: 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.