Senior Coordinator, Technical Customer Service, BMS

Role Overview

Senior Coordinator, Technical Customer Service, BMS assists customers by answering questions related to the repair of their BMS (Brother Mobile Solutions) products and maintains the database regarding the status of the repairs. This role also reports statistics regarding repair status. This position manages the workflow of BMS refurbishment technicians by assigning them product repairs as requested by the customer and when they arrive at the facility.

This role also helps team train members and assists in repairs as needed.

• Answer technical and procedural questions for others
• Research and respond to customer issues promptly and ensure follow‑through on all customer issues
• Create and manage daily program results and statistics and alert management of potential issues
• Manage and assign inbound customer orders to technicians while ensuring repair turnaround times are met and providing necessary responses to customer requests
• Manage customer call backs, communications, and requests for assistance
• Assist technicians by providing answers and recommending solutions

• Maintain and improve the customer repair quality results by adhering to provided procedures and guidelines
• Ensure that quality workmanship is used in the repair of the Brother products
• Train new BMS Technician to the quality repair standards and certify them to complete repairs on the products

• Oversee technicians to ensure each has a balanced workload throughout the workday
• Work with the manager to assign technicians to work in other areas in Technical Service refurbishing and returns operations when workload is light

• High School Diploma (or G.E.D.)
• Associate’s Degree (or equivalent experience) – Preferred

• Minimum 2 years working in a customer service support environment with a strong understanding of technical support for mobile solutions products
• Minimum 2 years administrative experience creating and disseminating reports
• Minimum 3 years repairing and refurbishing commercial or business‑to‑business products

• Technical knowledge of repair process of mobile solution devices

• Ability to work in a fast‑paced environment and meet deadlines
• Good communication skills, both verbal and written
• Excellent customer service skills
• Knowledge of BMS repair process and procedures

This role will be an onsite role. You are expected to work from the stated job location 5 days a week.

• $24.00 - $31.00 per hour
• 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.

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.

Details are available at

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