Customer Care – Field Service Representative

About the role

The Customer Service Representative acts as the primary liaison between defence customers/end users and internal MRO, Field Service, Engineering, Production, Quality, Supply Chain, Inventory and Logistics teams. The role ensures accurate, timely and professional communication throughout the repair, maintenance, production, testing and delivery lifecycle of defence systems and equipment.

Key responsibilities

• Serve as the main point of contact for defence customers, end users and program representatives regarding repair, maintenance, production and delivery status.
• Provide timely, accurate updates on repair progress, parts availability, testing, technical actions and expected completion dates.
• Proactively communicate schedule risks, delays and changes while maintaining professional relationships.
• Translate technical and operational information into clear, customer‑focused communication.
• Coordinate closely with MRO, FSR, Engineering, Production, Quality, Inventory Planning, Supply Chain and Logistics to obtain real‑time status.
• Track work orders, turnaround time, material availability, pending technical actions, testing, inspection and release milestones.
• Maintain accurate communication records, service logs and work‑order status.
• Prepare customer status reports, repair‑progress summaries and dispatch notifications.
• Identify and escalate technical delays, parts shortages, quality concerns and other risks.
• Ensure all communications comply with defence security, confidentiality and export‑control policies.
• Build trusted relationships with defence end users, operators and program representatives.

Required profile

• Bachelor’s degree or diploma in Business Administration, Engineering or a related field.
• 3–5 years of experience in customer coordination within defence, aerospace or technical MRO environments.
• Strong written and verbal communication skills.
• Good understanding of technical terminology related to EOIR systems or electronics.
• Experience working with ERP systems and tracking service work orders.
• High level of professionalism, confidentiality and structured communication.
• Ability to manage multiple customer cases simultaneously.
• Fluent Arabic reading, writing and speaking (mandatory).

Required skills

• ERP systems
• EOIR systems

What we offer

• Highly competitive, tax‑free salary.
• Family visas and annual flight tickets.
• Medical insurance for employee and dependents.
• Education allowances for children.
• Access to a dedicated learning academy and digital learning platforms.
• Opportunity to work with world‑class talent in a multicultural environment.