Case Owner and Product Support Manager

Job Description

Job Title: Case Owner and Product Support Manager

Working Pattern: Full time / Perm

Working location: Jebel Ali, Dubai, United Arab Emirates

Why Rolls-Royce?

Work with us and we’ll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.

We’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. We encourage flexible working arrangements and support hybrid working wherever possible, so you can always be at your best - wherever and whenever you work.

Summary

An exciting opportunity has arisen to join our team of Rolls-Royce Power Solutions Middle East, UAE as a Case Owner and Product Support Manager.

At Rolls-Royce, innovation is in our DNA. We pioneer integrated power and propulsion solutions across multiple markets. We embrace the power of data and technology and we aim to be Digital First in everything we do.　

At Rolls-Royce, we develop integrated power and propulsion solutions and innovative technologies that keep our customers one step ahead of an ever- changing world.

Responsibilities and Duties:

• Be the technical expert representing RR SME towards customers, partners and third parties including trade shows, meetings and conferences.
• Troubleshooting and processing of field issues which are escalated to the CCC from our service partners and/or level 1 support.
• Analysis of field issues and fast coordination with internal departments (R&D, quality, application engineering, etc.) direct expert meetings.
• Participation in daily stand-up meetings
• System-supported processing of field issues in the Cloud 4 Service according to categorization, prioritization of inquiries
• Identification of systematic error patterns and failure clusters and precise failure description for R&D and Quality via defined 8D FIRE process.
• Close teamwork with global CCCs, local service desks or external service partners across all time zones.
• Awareness and Assessment of unsafe conditions for the operation of the systems and triggering of Safety Alert Report / Red Top
• Manage Service Call warranty system approvals, timely submissions, documentation, completion, reviews and reporting. Ensure claims are processed within 30 days from job completion date.
• Meeting all the KPIs for CCC by ensuring the following but not limited to on time deliver, Average review time, Average resolution time, WIP rate for CM tickets, NPS score and feedback rate.
• Identification and initiating of service sales business via Lead generation in C4S system.
• Ensuring regular communication and involvement of customers in the solution process  
• Determination and capturing of the delay drivers along the restoration process. 
• Takeover of on-call services in close cooperation with the RRPS 24/7 hotline. 
• Create and maintain product support database tickets to ensure customer satisfaction.
• Support CCC Duty Manager with necessary information for the creation of Event notification.
• Verify and follow the process for parts availability escalation to meet customer satisfaction.
• Mandatory participation on daily internal stand up meeting with the Duty Manager to discuss the tickets in Prioritization Logic and Heat-list relevant.
• Liaise with technical department from Headquarters to seek advice, support, and training as necessary.
• Provide on-site field diagnosis support on an Adhoc basis.
• Act as deputy for Field Service Manager in his/her absence or leave.
• Other tasks as assigned by manager.

Qualifications

• Bachelor Degree in mechanical, electrical, industrial or marine engineering.
• Experience in Marine technical support/application engineering business with a Multinational Company handling MTU, Cummins, Caterpillar or other combustion engines.
• MTU Marine Technical product knowledge is advantageous.
• Experience in project management and international project business.
• Experience in delivering technical coaching and training is preferred.
• Excellent communication and customer service skills.
• General understanding of the market segment.
• Excellent skills in MS office.

as a part of your application please upload any supporting documents / certificates.

Closing Date 18.08.2026

Type of Contract