Case Owner and Product Support Manager

Product Support Specialist
Dubai
August 3, 2026
Application ends: October 31, 2026

Job Description

REQUIREMENTS

  • Experience in technical troubleshooting and field issue analysis
  • Ability to manage warranty systems and documentation
  • Proficiency in using system-supported processing tools (e.g., Cloud 4 Service)
  • Strong coordination skills for working with global teams across time zones
  • Ability to provide on-site field diagnosis support

RESPONSIBILITES

  • Act as the technical expert representing our client’s SME to customers, partners, and third parties
  • Troubleshoot and process field issues escalated to the CCC from service partners
  • Analyze field issues and coordinate with R&D, quality, and application engineering departments
  • Identify systematic error patterns and failure clusters using the 8D FIRE process
  • Manage Service Call warranty system approvals, documentation, and reporting
  • Meet CCC KPIs including on-time delivery, average resolution time, and NPS scores
  • Identify and initiate service sales business via lead generation
  • Provide on-site field diagnosis support on an ad-hoc basis
  • Act as deputy for the Field Service Manager when necessary

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