Technical Support Supervisor
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
- 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.
Requirements
- 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.
- Able to break down complicated problems and apply appropriate resolutions in a timely manner.
- Strong Mechanical aptitude.
- Able to effectively lead a team of people in achieving document KPI’s.
- Able to explain technical information to non-technical people.
- A 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.
Qualifications
First 90 Days:
- 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.
- 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.
- 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.
Skills
Exceptional customer service skills, ability to manage a team, and a strong technical background are essential for this role.
Benefits
Big Ass Fans offers competitive compensation, comprehensive benefits, and a supportive work environment.
Pay
Competitive salary commensurate with experience.
Schedule
Full-time position with flexible scheduling to accommodate the needs of the team and customers.
Company Information
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.
Contact Us
If you need assistance or an accommodation due to a disability, you may email us at [email protected] or call us at 1.877.244.3267.