Summary
Pramac, a Generac Company, is seeking a Service Supervisor in the Diplomatic Area, Bahrain. The role oversees field service activities and supports service engineers and technicians with troubleshooting, repairs, commissioning, and maintenance. It also provides technical support and training to customers and dealers, manages warranty cases and service documentation, and coordinates with sales, parts, engineering, and factory teams. Applicants should have a technical background, at least 4 years of related experience, and customer support experience in industrial equipment or a similar industry.
The posting
As published on generac.com. Pulled from the employer's site and shown as they wrote it.
We are Pramac, a Generac Company, leading the evolution to more resilient, efficient, and sustainable energy solutions.
Established in 1966, we have always evolved, expanding our product portfolio and becoming the global benchmark for the production of generators and warehouse material handling equipment. Our diverse business lines ensure the company is a leading player in a wide variety of global markets.
We are looking for a Service Supervisor who will be responsible for assisting internal and external customers, providing technical training, troubleshooting, issue resolution, repair, and sales support.
Essential Duties and Responsibilities
- Supervise and coordinate daily service activities, ensuring effective planning, execution, and completion of field service operations.
- Lead, guide, and support service engineers and technicians to ensure proper troubleshooting, repair, commissioning, and maintenance activities are carried out according to company standards.
- Provide technical support to customers, dealers, and internal teams for troubleshooting, diagnostics, and resolution of complex technical issues.
- Conduct site visits to support critical breakdowns, warranty cases, commissioning activities, and customer escalations.
- Ensure service activities are performed safely, efficiently, and in compliance with company procedures, quality standards, and safety requirements.
- Develop strong relationships with customers, dealers, and service partners by providing professional technical support and maintaining excellent communication.
- Coordinate and deliver technical training programs for customers, dealers, and service teams to improve product knowledge and service capabilities.
- Monitor warranty cases, technical complaints, and field issues, ensuring proper documentation, root cause analysis, and timely closure.
- Prepare and review service reports, inspection reports, commissioning documents, and technical feedback for internal and external stakeholders.
- Collaborate with sales, parts, engineering, and factory teams to resolve technical concerns and provide effective solutions.
- Support spare parts identification, technical recommendations, and service-related sales opportunities.
- Monitor service team performance, identify training requirements, and continuously improve technical skills and competency levels.
- Ensure proper utilization and maintenance of service tools, equipment, and company resources.
- Stay updated with new technologies, product developments, industry standards, and best practices in service management.
Minimal Qualifications
- 4+ years related experience in the role
- Technical background
- Customer service and support experience in industrial equipment or similar industries
- Customer oriented approach
Preferred Qualifications
- Excellent troubleshooting skills, ability to make independent decisions and work with minimal supervision.
- Excellent written and verbal communication skills
- Ability to present technical training content in a group setting.