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. Responsibilities include staff assignments, scheduling, departmental budgeting, and cross‑departmental collaboration to achieve strategic objectives.

• Lead the technical support staff to ensure successful issue resolution from Brother Authorized Service Centers/Dealers and consumers regarding 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 to provide timely resolution to issues.

• Manage and maintain staff that will provide resolution for advanced technical issues escalated from Authorized Service Centers/Dealers and consumers.
• Ensure staff demonstrates advanced product knowledge of past, present, and future supported models.
• Ensure staff remains current with, and completes all mandated training on time.
• Implement regular meetings and 1:1s with staff to ensure continuous communication.

• Continuously look for and implement ways to improve and expand support capabilities.
• Develop and manage the overall strategic direction of the team by seeking improvements in function, process, and/or staffing.
• Proactively identify hardware and firmware inconsistencies and trends and provide an action plan to correct them.
• 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 recommend process and operational changes for departmental success.

• Manage overall department budget, including forecasting and expense control.
• Monitor and report on unusual expenses, analyze all major expenses, make recommendations, and determine actions necessary to get back on budget.
• Mitigate situations where budget and forecasts are negatively impacted.
• Attend and provide information as needed in monthly and other budget‑related meetings.

• Bachelor's Degree (or equivalent experience) in Business Administration, Management, or Communications.
• Minimum 7 years of experience managing a technical support contact center team.

• MS Office (Word, Excel, PowerPoint) – Advanced proficiency.
• Highly proficient with PC hardware, software, operating systems, communications, and data transfer protocols – Advanced.
• Technical ability to troubleshoot Windows, Mac, and mobile operating systems – Advanced.

• Technical aptitude to learn new software applications, mobile devices, and operating systems.
• Ability to work with customers and other groups within the company to resolve issues.
• Ability to manage multiple jobs and/or processes concurrently.
• Applied knowledge of industry best practices for customer service support and handling techniques.
• Strong communication skills in telephone, verbal, written, analytical, and interpersonal contexts.

• This role is hybrid: employees may work remotely up to two days per week, with office days determined by the manager.
• Base Salary:
  For Tennessee, the targeted base salary range is $85,000 – $105,000 per year.
• Additional Compensation:
  Eligible for a 15 % bonus at 100 % of target, with the opportunity for above‑target payout based on company performance and individual contribution. Bonus awards are discretionary and contingent upon both individual performance and Brother’s corporate objectives.

• Comprehensive benefits package, including health, vision, and dental insurance, effective from day one.
• 401(k) retirement savings plan with a match up to 100 % of the first 4 % of employee contributions; employer matches vest immediately.
• 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