Vice President, Customer Care & Technical Support Operations

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.

Brother 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.

The Vice President, Customer Care & Technical Support Operations is an executive leader responsible for setting the vision, strategy, and enterprise operating model for Brother’s customer care and technical support functions across the Americas. This role owns the end‑to‑end transformation of customer and technical support from primarily reactive, issue‑resolution functions into a strategic, value‑generating pillar of Brother’s Customer Experience Center (CXC), with direct impact on customer experience, product satisfaction, loyalty, brand advocacy, and revenue growth.

As a member of the leadership team, the VP defines the long‑term future of customer service and technical support in the Americas, establishing a unified, scalable, and best‑in‑class support ecosystem across U.S. operations and multiple North and South American subsidiaries. This leader develops and executes a multi‑year roadmap that aligns people, processes, technology, and partners to deliver consistent, high‑quality service and technical expertise at scale across Brother’s product portfolio.

The VP has full accountability for both on‑shore and off‑shore customer service and technical support operations, including service strategy, operating performance, escalation management, and continuous transformation. This role drives the evolution of Brother’s support portfolio by integrating advanced technical support models, self‑service and digital tools, field and repair coordination, and data‑driven diagnostics to improve resolution quality, reduce friction, and influence product and service innovation upstream.

• Enterprise Customer & Technical Support Operations (Today)
• Customer & Technical Support Strategy and Transformation (Future)
• Executive & Organizational Leadership

• Provide executive oversight of Customer Care and Technical Support operations across the Americas, ensuring high‑quality delivery, cost efficiency, and strong customer outcomes
• Own operating performance and full P&L governance, including budgeting, forecasting, vendor strategy, and performance optimization across channels and tiers
• Lead onshore, nearshore, and outsourced support operations, including contact centers, technical capability, quality assurance, and escalation management
• Govern the enterprise support technology ecosystem (platforms, SaaS, tools), aligning vendor strategy and roadmap to business priorities
• Establish executive dashboards and performance governance, proactively identifying risks and driving corrective action
• Benchmark and continuously evolve the support operating model to sustain competitive advantage and service excellence