Senior Coordinator, Technical Customer Service, BMS

Overview

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.

The 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.

Customer Service

• Answer technical and procedural questions for others
• Research and respond to customer issues in a timely manner 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

Quality Standards

• 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

Workflow Management

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

Education

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

Experience

• Minimum 2 years
• Working in a customer service support environment with a strong understanding of technical support for mobile solutions products
• Administrative experience creating and disseminating reports

• Minimum 3 years
• Repairing and refurbishing commercial or business to business products

Software/Technical Skills

• Technical knowledge of repair process of mobile solution devices

Other Skills/Knowledge/Abilities

• 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.

• The targeted base salary range for this position is $24.00 - $31.00 per hour.
• Base salary is determined by the education, experience,…