Product/ Technical Support Engineer

Overview

Product Support Engineer

Responsibilities

• Provide technical support to customers and distributors across the Middle East and Africa, both remotely and on-site when required.
• Assess, register, analyse, and resolve warranty claims from the region.
• Liaise with factories regarding service and warranty matters.
• Investigate field issues and prepare technical reports with findings and recommendations.
• Prepare service and repair quotations as required.
• Coordinate servicing activities with approved service partners.
• Oversee service and maintenance contracts, ensuring compliance with standards.
• Develop and maintain service and warranty policies and documentation.
• Coordinate and manage field rework campaigns effectively.
• Provide parts-related technical support to Parts Coordinators, assisting with identification and issue resolution.
• Support and facilitate technical training, working with factory training personnel when necessary.
• Assist with equipment handover and commissioning for new deliveries.
• Support driver education initiatives.
• Provide structured product development feedback to support current and future product improvements.

Required Qualifications

• 5–10 years’ experience in the heavy equipment, industrial equipment, or truck industry.
• Strong technical knowledge of mechanical, electrical, hydraulic, and pneumatic systems.
• Higher education qualification, preferably in Mechanical Engineering or a related field.
• Excellent spoken and written English communication skills.
• Ability to communicate both written and verbally in French is a significant advantage.
• Willingness and ability to travel regularly within the region and internationally.
• Passport allowing visa-free or visa-on-arrival access to most MEA countries and Europe.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Commercially aware with a customer-focused mindset.
• Proven ability to build and maintain strong relationships with colleagues, partners, and customers.
• Comfortable performing hands-on technical work when required.
• Proficient in Microsoft Office applications.
• Experience with CRM systems is an advantage.
• UAE Driving licence.