About the role

The Case Owner and Product Support Manager is responsible for troubleshooting field issues, coordinating with internal departments, and managing the service call warranty process. They act as a technical expert for customers and partners while ensuring all KPIs for the Customer Care Center are met.

What they look for

Technical support Troubleshooting Product support Data analysis Customer relationship management Warranty management KPI management Field diagnosis Failure analysis 8D FIRE process Cloud 4 Service Project coordination Safety assessment Technical communication Team leadership

Requirements

The role requires strong technical expertise in power and propulsion solutions and the ability to manage complex service tickets within a global environment. Candidates must be capable of identifying failure clusters and providing on-site field diagnosis support as needed.

Benefits

Bonus Employee support assistance Employee discounts Flexible working arrangements

Full description

Job Description

Job Title: Case Owner and Product Support Manager

Working Pattern: Full time

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.

Innovate & Power the World

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.

Only candidates who meet with the above requirements will be considered for this role.

Pioneer the performance of the future. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.　

We offer excellent development prospects, along with a competitive salary and benefits.

Create the performance of the future. We are pioneers of power. At Rolls-Royce we impact the world by being free to innovate, explore and be brilliant. Our excellence today, builds on our strong heritage and makes us advance beyond tomorrow.

Trusted to deliver excellence.

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential. So that you can be your best at work and home, we’ll consider flexible working arrangements for everyone, in any role.

You can learn more about our global Diversity and Inclusion strategy here.

Type of Contract

Permanent