Customer Care - FSR

About Edge

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.

About The Role

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.

Responsibilities

Customer Communication & Liaison

• 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.
  
  

Issue Escalation & Resolution

• Identify and escalate 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.
  
  

Basic Qualifications

• Bachelor’s Degree or Diploma in Business Administration, Engineering, or related field.
• Minimum 3–5 years of experience in customer coordination within defense, aerospace, or technical MRO environment.
• 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 coordinate across technical teams and manage multiple customer cases simultaneously.
• Fluent Arabic reading, writing & Speaking is Mandatory
  
  

WHY CHOOSE EDGE

Launched in November 2019, the UAE's EDGE is one of the world's leading advanced technology groups, established to develop agile, bold and disruptive solutions for defence and beyond, and to be a catalyst for change and transformation. It is dedicated to bringing breakthrough innovations, products, and services to market with greater speed and efficiency, to position the UAE as a leading global hub for future industries, and to creating clear paths within the sector for the next generation of highly skilled talent to thrive.

At EDGE, the real investment goes beyond compensation. Through our dedicated learning academy and digital learning platforms, employees have access to extensive opportunities to develop new skills, deepen their expertise, and advance their careers. Combined with the freedom to innovate, strong career support, and the opportunity to collaborate with world-class talent from across the globe, EDGE is a place where you can continue to grow, keep learning, and turn ambitious ideas into meaningful outcomes.

Working at EDGE also comes with a package that genuinely reflects how much we value our people. Salaries are highly competitive and tax-free and, depending on your role and seniority, benefits can include family visas, annual flight tickets, medical insurance for you and your dependents, and education allowances for your children.

CANDIDATE PRIVACY & EQUAL OPPORTUNITY STATEMENT

If you feel your skills, experience and potential are a strong match for a role, we encourage you to apply even if you don’t meet every requirement. We are genuinely interested in what you can bring to EDGE.

Any information you share as part of your EDGE candidate profile or job application will be handled in accordance with applicable data protection and privacy regulations.

EDGE is an equal opportunity employer committed to building a diverse, inclusive, and high-performing workforce. We believe every individual deserves to be treated with fairness, respect and dignity, and our employment decisions reflect that. We do not discriminate based on race, colour, nationality, ethnicity, religion, gender, marital status, age, disability, pregnancy or parental status, or any other characteristic protected by applicable law.

As a global organisation, effective collaboration across international teams is central to how we work, so English proficiency is required for all roles unless otherwise stated in the job posting.

Please note that EDGE does not accept unsolicited resumes from recruitment agencies. Any resumes in the absence of a formally executed agreement in place will be deemed the property of EDGE, and no placement fees or compensation will be payable in respect of such submissions.

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