Case Owner and Product Support Manager

Responsibilities

• Act as the technical expert representing Rolls-Royce 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

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

About the Company

Rolls-Royce Power Solutions provides world-class power solutions and complete life-cycle support under the mtu brand. Through digitalization and electrification, the company develops drive and power generation solutions for the marine and infrastructure sectors worldwide.