Manager, Technical Support, Hardware

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 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 Manager, Technical Support, Hardware provides management and resolution related to hardware, firmware, and safety-related issues for all new and refurbished Brother products. Responsible for staff assignments, and scheduling while also working across departmental lines to accomplish strategic objectives. Departmental financial and budgetary responsibility is a necessity.

Duties & Responsibilities Overall Management *

Lead the technical support staff to ensure successful issue resolution from Brother Authorized Service Centers/Dealers and consumers as it relates to 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 as necessary to provide timely resolution to issues Departmental and Staff *

• Manage and maintain staff that will provide resolution for advanced technical issues escalated from Brother Authorized Service Centers/Dealers and consumers
  * Ensure staff is able to demonstrate advanced product knowledge for past present and future supported models
  * Staff keeps current with, and completes all mandated training on time
  * Implement regularly scheduled meetings and 1:1's with staff to ensure continuous communication Strategic Planning *
• Continually look for and implement ways to improve and expand the support capabilities of the group
  * Develop and manage the overall strategic direction of the team by looking for improvements in function, process and/or staffing
  * Proactively identify hardware and firmware inconsistencies and trends and provide an action plan to correct
  * 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 develop and recommend process and operational changes for departmental success Budgeting *
• Manage overall department budget, this includes 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 meetings related to budget Experience & Qualifications Education *
• Bachelor's Degree (or equivalent experience) Business Administration, Management or Communications
  * Minimum 7 years Experience managing a technical support contact center team Software/Technical Skills *
• MS Office (Word, Excel, PowerPoint) Advanced
  * 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 Other Skills/Knowledge/Abilities *
• Technical aptitude to learn new software applications, mobile devices, operating systems *
• Ability to work with customers and other groups within the company in resolving issues *
• Ability to manage multiple jobs and/or processes concurrently *
• Applied knowledge of industry best practices of customer service support and customer handling techniques *
• Strong communication skills as they relate to telephone, verbal, written, analytical and interpersonal communications Additional Details for This Role This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager.…