Senior Specialist, Product Support

Overview

Company Overview Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. Our brand has a 115-year legacy and is known for printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, with operations in the United States for over 70 years. Our Americas headquarters is in Bridgewater, New Jersey.

BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), founded in 1908 in Nagoya, Japan, operating in more than 30 countries. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Why Work at Brother? Brother has been recognized as a best place to work, reflecting our values of inclusivity, collaboration, customer-centricity, and social responsibility. We value work-life balance and flexibility, including a hybrid office schedule, casual dress code, and flexible Fridays. We invest in employee growth through facilitated courses, certificate programs, and self-paced learning resources.

The Senior Specialist, Product Support is responsible for life cycle management and product quality for supported business units. This role works independently with both internal and external stakeholders and is accountable for escalation support, training development, and data analysis to ensure service levels are met.

Product Life-Cycle Management

• Deliver support for Authorized Service Centers, Dealers, and customers throughout the product lifecycle as a final point of contact or escalation, communicating with customers to resolve issues
• Coordinate activities to define deliverables at each stage of the product lifecycle
• Develop, maintain, and publish reporting for product launches to track deliverables and milestones
• Provide product launch updates and information to internal stakeholders and support the product launch process
• Lead quality assurance activities during product launches, including analysis of customer contact, self-service material, and failure investigations
• Analyze product quality reports and, when necessary, oversee post-launch sustainment through retirement

Product and Quality Management

• Manage and maintain product quality for devices such as multifunction printers, home appliances, industrial equipment, and garment printers
• Work independently to determine root cause and provide final resolutions through established support channels
• Review quality issues via product investigations or incident reviews; collect data to identify trends and future failures
• Create in-depth fault reports and discuss technical investigations with Brother engineers
• Investigate and coordinate actions for potential fraud and counterfeit consumable incidents

Data Analysis and Reporting

• Review product reports and interpret data to identify potential quality concerns
• Extract data from key systems and develop reports to support Brother product and business units
• Provide insights to determine business impact and opportunities, communicating with management and stakeholders as needed

Training and Content

• Coordinate initial training inquiries, propose cost-effective training plans, and manage required product resources
• Onboard and transfer knowledge to Authorized Service Centers, Dealers, and customers
• Develop and deliver training for new products to end users, help desks, and channel partner service teams
• Create or assist with training materials for the Brother learning management system
• Recommend training and instructional information for Brother contact centers
• Deliver internal training to staff on products, services, and routine maintenance

Education Associate's Degree (or equivalent) in Business or Engineering Technology

Experience 5+ years in a Technical Support environment with strong technical expertise (networking, software, and/or hardware). Experience in creating and delivering instructional and complex service training to internal and external audiences

Licenses/Certifications CompTIA certifications (A+, PDI+, Network+) preferred

Languages Spanish – Required;
Portuguese – Preferred

Software/Technic…