Customer Care - FSR

Select how often (in days) to receive an alert:
Create Alert

At EDGE bold ideas are engineered into technologies that protect, improve and save lives.

Headquartered in the United Arab Emirates, EDGE is a leading advanced technology group working at the forefront of defence and emerging technologies. Spanning more than 35 specialised companies and multiple centres of excellence, we are purpose-built to move fast. Free from heavy legacy processes, we give our people the autonomy, accountability, and agility to bring breakthrough technologies from concept to reality.

Based in Abu Dhabi, a globally connected hub at the crossroads of Europe, Asia, Africa, and the Middle East, EDGE is home to a truly multicultural community where bold ideas thrive, and the future is shaped.

Together, we are shaping the future.

The Customer Service Representative acts as the primary liaison between defense 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 defense systems and equipment.

• Serve as the primary point of contact for defense customers, end users, and program representatives regarding repair, maintenance, production, and delivery status.
• Provide timely and accurate updates on repair progress, parts availability, testing, technical actions, and expected completion dates.
• Proactively communicate schedule risks, delays, and changes while maintaining professional customer relationships.
• Translate technical and operational information into clear, customer-focused communication.

MRO & Cross-Functional Coordination

• Coordinate closely with MRO, FSR, Engineering, Production, Quality, Inventory Planning, Supply Chain, and Logistics to obtain accurate real-time status.
• Track work orders,
  Turnaround Time (TAT), material availability, pending technical actions, testing, inspection, and release milestones.
• Ensure customer commitments and delivery expectations remain aligned with actual operational progress.
• Support recovery actions for delayed or priority customer assets.

Documentation & Reporting

• Maintain accurate customer communication records, service logs, work-order status, and action tracking.
• Prepare customer status reports, repair-progress summaries, and dispatch notifications.
• Coordinate documentation required for shipment, import/export permits, warranty cases, return-to-service, and customer acceptance.
• Identify and elevate technical delays, parts shortages, quality concerns, and other risks affecting customer commitments.
• Coordinate with responsible internal teams and follow issues through to resolution and closure.
• Maintain clear ownership and follow-up of customer actions and escalations.

Compliance & Confidentiality

• Ensure all customer communications comply with applicable defense security, confidentiality, export-control, and company policies
  .
• Handle sensitive technical, operational, and customer information with the highest level of discretion and security awareness.

Customer Relationship & Service Excellence

• Build trusted relationships with defense end users, operators, maintenance organizations, and program representatives.
• Deliver proactive, transparent, and reliable customer support consistent with the standards of a defense and aerospace OEM / Field Service organization
  .
• Support customer satisfaction through strong ownership, responsiveness, and effective cross-functional coordination.

• Bachelor’s Degree or Diploma in Business Administration, Engineering, or related field.
• Minimum 3–5 years of experience in customer coordination within…