Manager, Technical Support, Hardware

Role Overview

The Manager, Technical Support, Hardware provides management and resolution related to hardware, firmware, and safety-related issues for all new and refurbished Brother products. Responsible for staff assignments, and scheduling while also working across departmental lines to accomplish strategic objectives.

Duties & Responsibilities

• Overall Management
  • Lead the technical support staff to ensure successful issue resolution from Brother Authorized Service Centers/Dealers and consumers as it relates to hardware, firmware, and safety-related issues
  • Work with Brother Industries Limited (BIL) to ensure timely resolution of escalated hardware, firmware, and safety-related issues
  • Partner with other departments as necessary to provide timely resolution to issues
• Departmental and Staff
  • Manage and maintain staff that will provide resolution for advanced technical issues escalated from Brother Authorized Service Centers/Dealers and consumers
  • Ensure staff is able to demonstrate advanced product knowledge for past, present, and future supported models
  • Staff keeps current with, and completes all mandated training on time
  • Implement regularly scheduled meetings and 1:1's with staff to ensure continuous communication
• Strategic Planning
  • Continually look for and implement ways to improve and expand the support capabilities of the group
  • Develop and manage the overall strategic direction of the team by looking for improvements in function, process, and/or staffing
  • Negotiate hardware changes through staff-submitted quality reports to BIL
  • Develop staff performance metrics to measure current and future organizational success
  • Work with leadership to develop and recommend process and operational changes for departmental success

Experience & Qualifications

• Education: Bachelor's Degree (or equivalent experience) in Business Administration, Management, or Communications
• Minimum 7 years Experience managing a technical support contact center team
• Software/Technical Skills: MS Office (Word, Excel, PowerPoint); Advanced proficiency with PC Hardware, software, operating systems, communications, and data transfer protocols; Advanced Technical ability to troubleshoot Windows, Mac and mobile operating systems
• Other Skills/Knowledge/Abilities: Technical aptitude to learn new software applications, mobile devices, operating systems; Ability to work with customers and other groups within the company in resolving issues; Ability to manage multiple jobs and/or processes concurrently; Applied knowledge of industry best practices of customer service support and customer handling techniques; Strong communication skills as they relate to telephone, verbal, written, analytical, and interpersonal communications

Additional Details For This Role

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 your manager. Base Salary: The targeted base salary range for this position if based in TN will be $85,000 - $105,000 per year. Additional Compensation: This position is eligible for a 15% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans. Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.

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.

Equal Opportunity Employer (EOE) Statement

Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .