Product Support Technician

About the role

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.

Responsibilities

• Diagnose and resolve complex technical, mechanical, and electrical issues through phone and email support.
• Identify root causes of product issues and provide clear, effective resolutions.
• Manage a high volume of inbound support calls (up to 30+ per day).
• Communicate emerging product issues, trends, or observations to Quality Control.
• Recognize recurring problems and contribute to developing preventative solutions.
• Maintain a positive, solutions-focused attitude to ensure consistently high customer satisfaction.
• Accurately update and maintain customer information within internal databases.
• Collaborate with Shipping and Production teams to help ensure accurate, on-time deliveries.

Requirements

• Ability to work a consistent Monday–Friday schedule, 9:00 AM - 6:00 PM
• Highly motivated, with a strong commitment to exceeding customer expectations through effective troubleshooting
• Four-year degree in a related field or equivalent relevant experience required
• Minimum of 2 years of direct customer-facing experience in a technical sales or technical support role preferred
• Strong problem-solving skills required
• Experience with building automation systems and industrial electronics is a plus
• Mechanical aptitude and a general understanding of electrical applications strongly beneficial
• Experience working in Salesforce and E10.1 is a plus
• Ability to excel in a fast-paced environment while maintaining high customer satisfaction
• Spanish-speaking skills are a significant advantage

Qualifications

• High school diploma or equivalent
• Valid driver's license and good driving record
• Physical ability to perform the essential functions of the job, including lifting up to 25 pounds

Skills

• Technical support experience
• Customer service skills
• Problem-solving abilities
• Communication skills

Benefits

Big Ass Fans offers a comprehensive benefits package including:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible spending accounts
• Retirement savings plans

Pay

$20.00 - $25.00 per hour based on experience and qualifications.

Schedule

Monday to Friday, 9:00 AM - 6:00 PM.

Equal Opportunity Employer

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.