Technical Support Supervisor

Big Ass Fans

We didn't set out to start a fan company. We set out to solve a problem—workplace discomfort. Facilities become furnaces during the summer, but businesses still expect peak performance and productivity. Without providing the basic human right of comfort, that's just asinine. Seeing how overhead fans cooled California dairy cows begged a massive question for our founder. "Can a fan be made to revolutionize comfort for people?" he uttered.

That's when the HVLS Fan Company was born—with the first-ever patented high-volume, low-speed fan. But that name? BOR-ing. And customers knew it. We kept getting calls asking, "Are you the guys who make those big ass fans?" Hell yeah, we are. And Big Ass Fans was born, complete with our own cheeky donkey mascot, Fanny. Today, we don't just move air, we transform experiences. Big Ass Fans deliver comfort where it counts. We build every product like lives depend on it. Because, turns out, they do.

Our success is a result of the Big Ass Fans team's innovation. Are you seeking an opportunity to work with extraordinary people with an entrepreneurial spirit? Do you have something that sets you apart from the rest? With a bias for action, we want you to #livelifebigass and bring the next great BAF product to market. From our customers to our employees, we are passionate about what we can accomplish together. The successful candidate will bring passion, energy, and a "get it done" mentality to BAF and the industrial business and contribute in a meaningful way to realize the company's full potential in the market.

Customer Service Tech Supervisor Opportunity

At Big Ass Fans, exceptional customer experiences are powered by our team of highly trained technical experts who provide trusted support to customers and installers every day. We are seeking a Customer Service Tech Supervisor to join our Corporate Headquarters and lead the talented industrial tech team, driving technical excellence, fostering professional growth, and ensuring the delivery of responsive, high-quality support that helps our customers succeed.

What You'll Do

• Manage team's daily workflow to ensure that customer service KPI's are being met.
• Provide technical and customer service support to direct reports when needed for specific customer situations.
• Perform weekly audits of cases to ensure accuracy and provide additional training as needed.
• Gather and maintain customer service-specific technical documentation to assist technicians in efficiently servicing customers.
• Provide continuous training to technicians to ensure the team is ready to handle situations that may come up.
• Manage team's schedules, time off requests, and general work performance.
• Communicate emerging issues or observations to the direct manager.
• Recognize and report issues and/or trends and work toward preventative measures.
• Maintain a positive attitude and willingness to ensure customer satisfaction levels remain high.
• Analyze call center trends, customer feedback, and support performance reports to identify improvement opportunities and corrective actions.

What You'll Bring

• 3+ years working directly on a technical level with Big Ass Fans
• Possess exemplary work performance metrics in current role/position
• Comprehensive technical knowledge of all products supported by respective technical teams as demonstrated to other Technical Supervisors and Manager
• Ability to break down complicated problems and apply appropriate resolutions in a timely manner.
• Strong Mechanical aptitude
• Ability to effectively lead a team of people in achieving document KPI's
• Ability to explain technical information to non-technical people
• Four-year degree in a related field is preferred
• Experience working with Salesforce and E10 is required
• Able to work in a fast-paced environment while exceeding customer expectations
• French or Spanish speaking would be a major advantage

Think you have what it takes, but your background doesn't perfectly align with this role? No sweat! If this position gets your fan spinning, we encourage you to apply and tell us how you'll succeed with your unique skills in your application.

First 90 Days

Every Big Ass Fans employee is essential in working towards the company's growth goals, and no goal is successful without a plan. When you kickstart your BAF journey with a strong 90-day plan, you'll be set up for a great first day, week, month, quarter and beyond! Here's a snapshot of the first 90 days as a BAF Technical Support Supervisor :

Days 1-30:

• Develop a thorough understanding of team responsibilities, workflows, and support processes.
• Review supervisor reporting, key performance indicators (KPIs), and employee performance metrics.
• Assess current team strengths, opportunities, and trends impacting service delivery.
• Build relationships with technicians and key cross-functional stakeholders.

Days 31-60:

• Analyze performance data and identify opportunities to improve team effectiveness and customer outcomes.
• Create a targeted development plan focused on improving employee performance, productivity, and engagement.
• Establish clear goals, coaching strategies, and measurable success metrics for the team.
• Align development initiatives with departmental and organizational objectives.

Days 61-90+:

• Execute the team development plan and begin tracking progress against defined goals.
• Provide ongoing coaching, feedback, and accountability to drive performance improvements.
• Monitor results and adjust strategies as needed to maximize team effectiveness.
• Present progress, key wins, and next-step recommendations based on performance data and outcomes.

The Interview Process:

1. Panel interview with Customer Experience Director, and Customer Service Supervisors.

How do you live life Big Ass?

Be a part of something BIG

You're not just a member of the Big Ass Fans team; it's BIGGER than us. We are a Madison Industries company - one of the largest and most successful privately held companies in the world. Madison Industries has fostered and built exceptional companies that are essential to our collective health and well-being. Come join our mission to make the world healthier, safer, and more productive to build something truly remarkable!

Why haven't you applied yet?

Big Ass Fans is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, age, disability or veteran status. Big Ass Fans maintains an environment where each individual is valued and respected. Individuals are expected to understand and comply with OSHA and ISO 9001 standards and procedures. Individuals are expected to apply safe work methods when performing the job requirements in hazardous and non-hazardous environments to avoid injury to self to co-workers or damage to property. Individuals are expected to report unsafe work conditions or equipment operation to supervisors immediately and observe all safety rules.

If you need assistance or an accommodation due to a disability, you may email us at View email address on click.appcast.io or call us at View phone number on click.appcast.io.