6387 Customer Service And Product Support Manager jobs near me

Date posted: September 1, 2026

Senior Product Manager / Head of Product Management Unit

(Industrial Coding, Printing & Automation)

Location: Dubai, UAE

Employment: Fulltime

Function: Product Management, Product Marketing & Technical Enablement

About the Role

MapleJet is looking for a highly capable and technically oriented Senior Product Manager / Head of Product Management Unit (PMU) to take ownership of our product portfolio from market requirement through development, commercialization, product marketing, training and lifecycle management.

This is not a conventional product management position. The PMU is the central owner of MapleJet product knowledge and commercial readiness and acts as the bridge between customers, partners, Sales, Technical Support, Operations, Marketing and R&D.

The successful candidate will ensure that new products and features coming from R&D are converted into complete, market-ready products, while continuously collecting intelligence from the market and converting it into clear development priorities for R&D. The role also manages Product Marketing, technical training, certification and product knowledge automation.

Key Responsibilities:

Product Ownership & Portfolio Management

• Take ownership of the MapleJet product portfolio throughout the complete product lifecycle.
• Maintain the product roadmap and recommend priorities for new products, features, improvements and product phase-outs.
• Define product positioning, target industries, applications and competitive differentiation.
• Maintain approved product configurations, options, accessories, inks, software features and regional variations.
• Conduct regular product and portfolio performance reviews with Management, R&D, Sales, Support and Operations.

R&D to Market Product Transfer

• Receive new products, software releases, features and technical developments from R&D.
• Evaluate commercial and customer impact before market release.
• Ensure that every product release includes approved technical specifications, user and installation documentation, release notes, training material, troubleshooting and support information, product marketing material, and partner/customer communications.
• Manage the formal commercial release process and ensure that incomplete products are not released to the market.

Product Package Management

Own and maintain the complete product package, including:

• User guides and installation guides
• Technical specifications and application notes
• Maintenance procedures and troubleshooting documentation
• Spare parts and consumables information
• Product configuration matrices and compatibility information
• Technical evaluation reports and product performance limitations
• Supplier and component technical evaluations
• Product cost and purchase-price targets

The PMU must remain the single controlled source of product information within MapleJet

Voice of Customer & Market Intelligence

Establish a structured system for collecting product intelligence from:

• Customers, distributors and agents OEM partners and MapleJet subsidiaries
• Sales personnel, Field Engineers and Technical Support
• Competitive products and market developments
• Industry and regulatory changes

Maintain a central Product Requirements Register covering:

• Product problems and customer requests
• New features and application requirements
• Competitive gaps and lost-deal reasons
• Software requirements and new product opportunities
• Regulatory and market changes Individual customer requests must be separated from genuine market requirements through analysis and validation.

R&D Development Priority Management

• Prepare a structured Product Development Priority Report for R&D.
• Evaluate development requests according to commercial opportunity, customer urgency, strategic importance, installed-base impact, competitive advantage, regulatory requirements, development effort and technical risk.
• Track each requirement from market feedback through R&D decision, development, validation and eventual market release.

Internal Technical Training & Competency Management

• Establish role-based technical training programs for Field Engineers, Technical Support, Production/QA personnel, Sales Engineers and relevant internal employees.
• Maintain competency matrices by employee and product.
• Conduct technical examinations and practical assessments.
• Grade personnel according to demonstrated product knowledge and capability.

MapleJet intends to operate a structured competency system from L0 - Product Awareness through L4 - Product Expert / Trainer. The PMU Manager must always be able to identify who is qualified to install, operate, maintain and troubleshoot each product.

Partner & Customer Training

• Ensure MapleJet distributors, partners and customers remain continuously updated as products evolve.
• Manage partner onboarding, product certification, customer operator training, installation training, technical partner training, new-feature training and software-release training.
• Maintain product update bulletins and recertification following major product changes.
• Measure training effectiveness and completion.

Training & Support Automation

A major objective of this position is to automate product knowledge, training and first-line technical support.

• Employees automatically receive training according to their role.
• Partners automatically receive training according to the products they support.
• Customers receive structured product onboarding.
• New releases automatically trigger relevant update training.
• Technical examinations are automatically scored.
• Certification and expiry dates are automatically monitored.
• Product knowledge is available through a controlled digital knowledge base.
• Common technical problems are handled through guided diagnostic workflows.
• Routine technical questions are resolved through self-service wherever practical.
• Complex problems automatically escalate to the appropriate technical specialist with diagnostic information already collected.

Experience with LMS platforms, knowledge-management systems, CRM automation, AI-assisted support, workflow automation or similar digital systems will be highly valuable.

Candidate Profile

• Degree in Engineering, Product Management, Business, Marketing or a related discipline.
• Strong experience in product management within industrial equipment, printing, packaging, automation, electronics or another technical B2B environment.
• Approximately 7+ years of relevant professional experience, including meaningful product ownership responsibility.
• Ability to understand mechanical, electronic, software and fluid-system concepts sufficiently to communicate effectively with engineering teams.
• Experience taking technical products from development into commercial release.
• Strong product documentation and technical writing capability.
• Experience developing product positioning and marketing materials
• Strong understanding of B2B industrial markets and distributor/OEM channels.
• Experience collecting Voice of Customer information and converting it into product requirements. Ability to challenge requests, validate market requirements and establish priorities rather than simply forwarding requests to R&D.
• Experience designing technical training or certification programs.
• Strong project management and cross-functional leadership skills.
• Excellent written and spoken English

Highly Desirable Experience

• Industrial coding and marking
• Inkjet printing
• Packaging machinery
• Industrial automation
• Machine vision and traceability systems
• Industrial IoT
• Printing technology
• OEM product development
• Distributor/channel management
• Product lifecycle management
• Technical training automation
• AI-enabled knowledge or support systems

The Person We Are Looking For

• Highly organized and systematic
• Technically curious and commercially minded
• Comfortable challenging both Engineering and Sales when evidence does not support a request
• Strong at converting complex technical information into simple usable information
• Data driven and hands-on rather than purely managerial
• Comfortable working across international teams
• Capable of managing several product families simultaneously
• Focused on building systems and processes rather than creating dependency on individuals

Success in This Role

• MapleJet has one reliable source of product information.
• New products move from R&D to market through a controlled release process.
• Product documentation and marketing material remain current.
• Market requirements reach R&D with clear evidence and priority.
• Internal technical personnel have measurable competency levels.
• Partners and customers remain trained as products evolve.
• Routine training and first-line support are increasingly automated.
• Product knowledge no longer depends on individual employees.
• PMU becomes the organizational connection between Market -> Product -> R&D -> Release ->Training -> Support -> Market Feedback

Please submit your CV to:
recruitment@maplejet.com

For employment opportunities, kindly send your updated CV to our Recruitment Team for consideration.

Job Type: Full-time

Education:

• Diploma (Preferred)

Experience:

• Senior Product Manager / Head of Product Management Unit : 2 years (Preferred)
• Product Ownership & Portfolio Management : 2 years (Preferred)

Language:

• english (Required)

Location:

• Sharjah (Required)

Work Location: In person