Product Support Technician

Big Ass Fans Product Support Technician

Big Ass Fans was born out of a mission to revolutionize workplace comfort. Our success is driven by innovation and a team of extraordinary individuals with an entrepreneurial spirit. If you're passionate about making the world safer, healthier, and more productive, we want you to bring the next great BAF product to market.

Our Product Support team plays a key role in delivering on our promise. Our highly trained technicians provide expert assistance to customers and installation partners, ensuring they get the most reliable, effective performance from our products. Based at our Corporate Headquarters, the Product Support Technician offers technical guidance and troubleshooting via phone and email. If you thrive on problem-solving and love turning a customer's day around, this role could be a perfect match!

What You'll Do:

• 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.

What You'll Bring:

• Ability to work a consistent Monday–Friday schedule; multiple shift options available
• 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

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 Product Support Technician:

Days 1-30:

• Complete your onboarding activities, including a 4-day FANdamentals training to learn about our brand and products.
• Complete all required core software and security training.
• Demonstrate a solid understanding of company products, key systems, support workflows, and service standards.
• Begin contributing to daily support operations while working under the guidance and supervision of a senior Product Support Technician.

Days 31-60:

• Demonstrate a solid working knowledge of company products, core systems, and support processes.
• Apply training in real customer interactions with increasing independence and confidence.
• Follow established SOPs and service standards while gradually managing a growing workload with less direct supervision.

Days 61-90+:

• Manage a full (or near-full) support workload independently while maintaining accuracy, professionalism, and high service quality.
• Maintain an average handle time (AHT) of 15 minutes or less.
• Help ensure the team's average phone support wait time stays at 2 minutes or less.
• Maintain an average case age of 5 days or less through timely follow-up and resolution.
• Achieve and sustain a first contact resolution rate of 90% or higher.
• Consistently maintain a CSAT…