Customer Support Director

Job Description Summary

Serve as the single point of contact for assigned airline customers on all technical and commercial matters related to GE engine programs. Own the day-to-day relationship, driving fleet performance, contract execution, and issue resolution while representing the voice of the customer internally.

Job Description

Company Overview:

Working at GE Aerospace means you are bringing your unique perspective, innovative spirit, drive, and curiosity to a collaborative and diverse team working to advance aerospace for future generations. If you have ideas, we will listen. Join us and see your ideas take flight!

Site Overview

For over 40 years, GE Aerospace has had a significant presence on the ground in the United Arab Emirates. With offices in Abu Dhabi and Dubai Airport Freezone; an On Wing Support Center; partnership engineering, testing, and Maintenance, Repair, and Overhaul facilities across the country; and the Middle East Technology Center focused on solutions for the region’s hot & harsh environment. In addition to career opportunities, our sites offer a culture focused on respect for people and giving back to the community through grants and philanthropic programming.

Role Overview

• Act as the primary liaison between the customer and GE for technical, commercial, and operational issues across the engine fleet (GEnx, GE90, GP, GE9X)
• Lead the cross-functional customer team, coordinating engineering, MRO, supply chain, and commercial stakeholders to resolve customer needs
• Manage day-to-day airline operations, including fleet health monitoring, AOG support, and escalation management
• Own CSA (Contractual Service Agreement) contract administration — scope, billing accuracy, entitlements, and renewal/negotiation support
• Drive fleet management activities: shop visit forecasting, induction planning, turnaround tracking, and spare engine/parts availability
• Identify and lead process improvement initiatives using Kaizen and Lean methodologies to enhance customer satisfaction and operational efficiency
• Prepare and present performance reviews (e.g., MOR/QBR-style updates) covering KPIs such as reliability, delinquency, and contract health
• Build long-term customer trust through proactive communication, transparency, and reliable follow-through on commitments
  
  

• For roles outside of the USA- This role requires significant experience in the Services & Customer Service Management. Knowledge level is comparable to a Master's degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Master's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
  
  

• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills.