Customer Service Representative – Defense Sector

About the role

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

Key responsibilities

• Serve as the main point of contact for customers, providing updates on repair progress, parts availability, testing status and expected completion dates.
• Coordinate with MRO, Field Service, Engineering, Production, Quality, Inventory Planning, Supply Chain and Logistics to obtain real‑time status and track work orders, turnaround times and material availability.
• Maintain accurate records of customer communications, service logs, work‑order status and action tracking.
• Prepare and distribute customer status reports, repair‑progress summaries and dispatch notifications.
• Identify and escalate technical delays or risks, supporting recovery actions for delayed or priority assets.
• Manage documentation required for shipment, import/export permits, warranty cases and customer acceptance.

Required profile

• Excellent written and verbal communication skills with the ability to translate technical information into clear customer‑focused messages.
• Strong organisational skills and attention to detail for tracking multiple work orders and documentation.
• Proactive attitude with the ability to anticipate schedule risks and communicate changes professionally.
• Team‑oriented mindset to work closely with cross‑functional internal departments.

Required skills