Senior Specialist, Product Support

JOB DESCRIPTION

The Company at a Glance

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more.

Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Why Work at Brother?

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Senior Specialist, Product Support is responsible for the life cycle management and product quality for supported business units. This position works independently to support both internal and external stakeholders. The position is also accountable for some escalation support, training development, and data analysis to ensure both the product and staff are meeting service level agreements.

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WHAT YOU’LL DO

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Technical Support

• Utilize problem solving skills to further understand and make decisions on how best to support malfunctions for multi-function printers, home appliances, industrial devices, and complex garment printers
• Provide troubleshooting and product solutions to end users, distributors, and authorized service providers
• Educate and coach customers to properly use complicated machines
• Use root-cause analysis to understand and troubleshoot device issues. If necessary, disassemble and make necessary repairs on returned machines, at a Brother facility
• Understand and utilize electrical and mechanical schematics, service and parts manuals, and service bulletins to provide an accurate assessment and repair of the customer's device
• Collaborate with Brother technicians to propose, develop and implement solutions enhancing product support options

Product and Quality Management

• Complete product investigations to determine root cause of failures; report results to designated engineering specialist for further analysis
• Analyze product information, internal call data, and reporting to identify trends and potential quality issues
• Examine and validate potential quality issues by virtual means, customer support, and repair related activities

Content Development

• Create and submit support documentation for both internal and external customers that assist in isolation, troubleshooting, and providing product updates to enhance support
• Determine product training needs and implement to enhance support
• Maintain and improve product knowledge by reviewing all factory-released information, updates, and bulletins.
• Inform internal staff and customers of all technical updates affecting troubleshooting issues
• Advance skills by attending product related training and seminars when offered or suggested by management

Service Development

• Assist with the development of service programs and opportunities that drives support and sales opportunities
• Work closely with product managers and management to implement product solutions that enhance Brother service
• Support management and colleagues with the creation and execution of specialist projects

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ABOUT OUR IDEAL CANDIDATE

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Education

• High School Diploma (or G.E.D.) General Education Requirements Required
• Associate's Degree (or equivalent experience) Business or Engineering Technology Preferred

Experience

• Minimum 5 years Required
• Working in a customer service support environment with a strong understanding of technical support for imaging and document products, as well as network communication standards

Licenses and Certifications

• CompTIA certifications (A+, PDI+, Network+)

Software/Technical Skills

• Networking knowledge (Ethernet and Wi-Fi)
• Knowledge of common desktop and mobile operating systems
• MS Office (Word, Excel, PowerPoint and Outlook)

Other Skills/Knowledge/Abilities

• Strong written/verbal communication and basic presentation skills (internal audience only)
• Ability to work in a fast-paced environment and meet deadlines

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ADDITIONAL DETAILS FOR THIS ROLE

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This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

Base Salary

• The targeted base salary range for this position is$55,000 - $70,000 per year.
• Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
• The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.

Benefits

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401(k), tuition reimbursement, and paid time off. Details are available at

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page:

Our Mission, Vision, & Culture

Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit:

About Where We Work

Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother’s Product Categories:
  

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  

• Corporate Social Responsibility:
  

• Work-Life and Flexibility:
  

• Growth and Development:
  

• Follow us on LinkedIn: