Case Owner and Product Support Manager

About the role

Rolls‑Royce Power Solutions Middle East is looking for a Case Owner and Product Support Manager to act as the technical expert for our products in the UAE. You will coordinate field issue resolution, work closely with customers and internal teams, and ensure service quality across all time zones.

Key responsibilities

• Represent Rolls‑Royce SME to customers, partners and third parties at trade shows, meetings and conferences.
• Troubleshoot and process field issues escalated from service partners or Level‑1 support.
• Analyse issues and coordinate rapidly with R&D, Quality, Application Engineering and other internal departments.
• Process field issues in Cloud 4 Service, categorising and prioritising inquiries.
• Identify systematic error patterns and document failures for R&D and Quality using the 8D FIRE process.
• Collaborate with global CCCs, local service desks and external partners across all time zones.
• Assess unsafe conditions and trigger Safety Alert Reports or Red Top alerts.
• Manage Service Call warranty approvals, documentation and ensure claims are processed within 30 days.
• Meet CCC KPIs such as on‑time delivery, average review and resolution times, WIP rate, NPS and feedback scores.
• Generate service‑sales leads in the C4S system and maintain regular customer communication.

Required profile

• Technical expert with strong product support experience.
• Proven ability to troubleshoot complex field issues and coordinate cross‑functional teams.
• Familiarity with warranty management and KPI‑driven performance.
• Comfortable working across multiple time zones and with external partners.

Required skills

• Cloud 4 Service platform
• 8D FIRE problem‑solving process
• C4S lead‑generation system
• Service Call warranty system

What we offer

• Inclusive, digital‑first culture with continuous learning opportunities.
• Competitive salary, bonus, employee assistance and discounts.
• Flexible working arrangements and hybrid work options.