Industrial Product Support Technician

Company Overview

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 USA 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.
Role Overview

The Specialist, Product Support supports both customer and product issues for various Brother products. The position provides end-users, distributors, and authorized service providers with troubleshooting, diagnostic support, and repair assistance on both consumer and industrial related Brother products. The role creates first-level data assembly, product inspections, analysis, and reporting to leadership for support and product improvements, as well as drives new support and service enhancements.

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

Education

• • High School Diploma (or G.E.D)
  • Associate's Degree or equivalent experience- preferred

Experience

• • Minimum 3 years
    • 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/Certifications

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

Software/Technical Skills

• • Networking knowledge (Ethernet and Wi-Fi)
  • Knowledge of common desktop and mobile operating systems
  • Knowledge of Brother applications and systems- Preferred

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

This role will be a hybrid role. Subject to business needs, employees may work…