Technical Support Supervisor

Big Ass Fans • Lexington, KY

1d • Onsite

About The Position

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.

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
• 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
• Experience working with Salesforce and E10 is required
• Able to work in a fast-paced environment while exceeding customer expectations

Nice To Haves

• Four-year degree in a related field is preferred
• French or Spanish speaking would be a major advantage

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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree