Product Specialist

Black & Grey HR; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Salary plus Benefits

Job summary

Black & Grey HR represents a company in the jewellery sector in Dubai, seeking an experienced Product Specialist / L3 Engineer to own technical aspects of assigned products and provide advanced support across jewellery manufacturing machinery and ancillary equipment.

The role focuses on troubleshooting installations, performance monitoring, OEM coordination, technical training, and continuous improvement while supporting L1/L2 engineers and enhancing service quality.

Qualifications

• Hands-on mechanical, electrical, electronic, and electromechanical troubleshooting expertise.
• Strong RCA, analytical problem-solving, and fault-finding abilities.
• Excellent communication with customers and clear explanations of complex issues.

Responsibilities

• Take end-to-end technical ownership of assigned products, including installation, application support, troubleshooting, performance monitoring, and technical resolution.
• Provide installation servicing, troubleshooting, and technical support for polishing machines, rolling mills, ultrasonic/steam cleaners, filtration systems, furnaces, magnetic polishers, and related equipment.
• Diagnose complex mechanical, electrical, electronic, and electromechanical issues and deliver effective solutions.
• Support customer sites during breakdowns, installations, commissioning, and escalations.
• Train, mentor, and guide L1/L2 service engineers to strengthen technical capabilities.
• Develop and maintain SOPs, troubleshooting guides, service reports, and knowledge-base materials.

Skills

Hands-on troubleshooting

RCA & fault finding

Customer-facing communication

L1/L2 training & mentoring

Travel for installations and support

46 years experience

Education

Mechanical Electrical Electronics Mechatronics degree

Job description

Black & Grey HR is representing a company in precision machinery and tools for the jewellery sector in Dubai UAE. Renowned for innovation quality and customer-focused solutions the company is seeking an experienced Product Specialist / L3 Engineer to take technical ownership of assigned products and provide advanced technical support across jewellery manufacturing machinery and ancillary equipment. The role will focus on complex troubleshooting installations product performance OEM coordination technical training and continuous improvement while supporting L1/L2 engineers and enhancing overall service quality.

Key Responsibilities:

• Take end-to-end technical ownership of assigned products including installation application support troubleshooting performance monitoring and technical resolution.
• Handle installation servicing troubleshooting and technical support for polishing machines rolling mills ultrasonic/steam cleaners filtration systems furnaces magnetic polishers and other jewellery manufacturing and precious metal processing equipment.
• Diagnose complex mechanical electrical electronic and electromechanical issues and provide effective technical solutions.
• Support customer sites during complex breakdowns installations commissioning and technical escalations.
• Train mentor and guide L1/L2 service engineers strengthening their technical capabilities and troubleshooting skills.
• Develop and maintain SOPs troubleshooting guides service reports technical documentation and knowledge-base materials.
• Drive service performance improvements by enhancing First-Time Fix Rate (FTFR) reducing repeat breakdowns and improving overall service quality.
• Lead AMC and CPS activities identifying opportunities for service contracts spare parts consumables and other technical support requirements.
• Coordinate with OEMs and technology partners on technical escalations warranty matters spare parts product issues and advanced troubleshooting.
• Conduct Root Cause Analysis (RCA) for recurring technical issues and recommend corrective and preventive actions.
• Drive technical improvements process optimization equipment reliability and product enhancement initiatives.
• Maintain accurate records and reports covering technical issues RCA product performance training activities service KPIs and improvement initiatives.
• Travel to customer locations as required for installations troubleshooting technical support and product-related activities.

Requirements:

• Diploma or Bachelors degree in Mechanical Electrical Electronics Mechatronics or a related engineering discipline.
• 46 years of relevant experience in technical service field service product support or machinery maintenance.
• Strong hands-on expertise in mechanical electrical electronic and electromechanical troubleshooting.
• Good knowledge of jewellery manufacturing machinery precious metal processing equipment and ancillary systems.
• Practical experience with equipment such as polishing machines rolling mills ultrasonic/steam cleaners filtration systems furnaces magnetic polishers or similar machinery.
• Strong RCA analytical problem-solving and fault-finding capabilities.
• Experience in OEM coordination technical escalation warranty support and spare-parts coordination.
• Ability to train mentor and technically guide L1/L2 engineers.
• Strong communication and customer-facing skills with the ability to explain complex technical issues clearly.
• Willingness to travel for customer visits installations commissioning and technical support.
• Experience in the jewellery machinery / precious metals industry will be highly preferred.

Benefits:

Salary plus Benefits