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.

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 focused 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 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, and cross‑departmental collaboration to achieve strategic objectives. Departmental financial and budgetary responsibility is also required.

• 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 issues and partner with other departments to provide timely resolution.
• Departmental and Staff: Manage and maintain staff that provide resolution for advanced technical issues escalated from Brother Authorized Service Centers/Dealers and consumers. Ensure staff demonstrates advanced product knowledge of past, present, and future supported models; keep staff current with mandated training; implement regularly scheduled meetings and 1:1’s for continuous communication.
• Strategic Planning: Continuously 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; proactively identify hardware and firmware inconsistencies and trends and provide an action plan; negotiate hardware changes through staff‑submitted quality reports to BIL; develop staff performance metrics; work with leadership to recommend process and operational changes for departmental success.
• Budgeting: Manage overall department budget, including forecasting and expense control; monitor and report on unusual expenses; analyze major expenses, recommend actions to return to budget; attend and provide information as needed in monthly and other budget meetings.

• Education: Bachelor’s Degree (or equivalent experience) in Business Administration, Management, or Communications.
• Experience: Minimum 7 years 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…