Product Specialist

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 Bachelor’s degree in Mechanical, Electrical, Electronics, Mechatronics, or a related engineering discipline.
• 4–6+ 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