Field Service Manager

Date Posted:

Country:

United Arab Emirates

Location:

AE-AZ-ABU DHABI-ADGM TOWER 3 ~ Al Maqam Tower ~ GLOBAL MARKET SQ TWR 3

Position Role Type:

Remote

What You Will Do

The Field Service Manager is an individual contributor based in Abu Dhabi, UAE working within an international team, responsible for providing technical support on Collins Power & Controls systems and products to a portfolio of airline customers across the Middle East region. We are seeking a self-sufficient, driven, and collaborative technical professional who uses initiative to solve complex problems, thrives on building strong customer and internal relationships, and can effectively influence outcomes to drive results. This role serves as the primary technical interface for our airline customers, coordinating resolution of in-service technical issues and engineering support, while ensuring operational reliability and customer satisfaction.

Responsibilities

• Deliver technical support to assist airline customers in resolving Collins Power & Controls system issues impacting aircraft operations. Serve as the technical focal point, supporting system and component troubleshooting, analyzing failure data and reliability trends, guiding customer repair activities, and supporting aircraft Entry-Into-Service.
• Establish strong working relationships with airline engineering, maintenance, quality, materials, purchasing, production, and training teams to support the operation, maintenance, repair, and installation of Collins products, while proactively supporting customer requirements for spares, repairs, warranty, and accounts receivable.
• Coordinate product service evaluations, aircraft software upgrades, field campaigns, including retrofits, modification and soft-tome programs on Collins hardware deployed across customer fleets.
• Support engineering investigations in collaboration with Engineering, Program Management, and Asset Management teams, ensuring accurate in-service data collection, effective customer coordination, and engineering deliverables that meet customer expectations.
• Collaborate with cross-functional teams, including Engineering, Program Management, Account Executives, and Business Development, to align strategy and execution with customer needs, strengthen confidence in our products and services, and advocate for the customer internally.
• Plan and lead customer engagements, including operational and reliability meetings. Capture and communicate customer expectations, market intelligence, and technical issues through structured reports, and ensure actions are tracked to closure.
• Execute key functional processes, including capturing market feedback, reporting significant operational events, planning and delivering customer engagements, and applying CORE principles.
• Approximately 30% travel is required, primarily across the Middle East region, with occasional international travel to other customer locations and Collins facilities.
  
  

• Bachelor’s degree in engineering or equivalent. Bachelor’s degree in Aeronautical Engineering and/or Aircraft Maintenance Engineer License is preferred.
• At least eight years experience in aircraft engineering or technical roles, applying technical expertise while engaging with customers, building relationships, solving complex problems, managing projects, and supporting MRO operations and aftermarket services.
• Proven ability to communicate and present effectively, build relationships across all levels, and translate complex technical concepts for both technical and non-technical stakeholders.
• Self-motivated with the ability to work autonomously, while providing appropriate feedback to leadership and seeking guidance / support when needed.
• Strong project management, negotiation and conflict resolution skills, with the ability to manage multiple tasks, assign priorities, think quickly and adapt during customer interactions while demonstrating tact, diplomacy, and professionalism.
• Strong problem solving skills, with the ability to identify root causes, analyze issues methodically, and implement timely, effective solutions with minimal supervision.
• Experience in continuous improvement methodologies, such as Six Sigma, Lean, and other efficiency tools, to drive performance and results.
• Prior work experience in a multicultural environment, fostering inclusive collaboration, cultural awareness, and respectful communication across diverse customers and teams.
  
  

• Prior experience with Collins products, including Environmental & Airframe Control Systems, Electric Power Systems, and Engine Control Systems.
• Previous airline and/or customer support experience.