Specialist, Product Support
Memphis, TN Memphis, TN Full-time Full-time $45,000 - $52,000 a year $45,000 - $52,000 a year 1 day ago 1 day ago 1 day ago Let's Grow Together Our mission is to live our at your side promise and simplify and enrich the lives of our customers, employees, and communities.
At your side is more than a slogan to us; it's the purpose we do our best to fulfill every day.
With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next.
We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education.
Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future.
If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be at your side every step of the way.
The Specialist, Product Support supports both customer and product issues for various Brother products.
The position provides end-users, distributors, and authorized service providers with troubleshooting, diagnostic support, and repair assistance on both consumer and industrial related Brother products.
The role creates first-level data assembly, product inspections, analysis, and reporting to leadership for support and product improvements, as well as drives new support and service enhancements.
Duties and Responsibilities Technical Support Utilize problem solving skills to further understand and make decisions on how best to support malfunctions for multi-function printers, home appliances, industrial devices, and complex garment printers Provide troubleshooting and product solutions to end users, distributors, and authorized service providers Educate and coach customers to properly use complicated machines Use root-cause analysis to understand and troubleshoot device issues.
If necessary, disassemble and make necessary repairs on returned machines, at a Brother facility Understand and utilize electrical and mechanical schematics, service and parts manuals, and service bulletins to provide an accurate assessment and repair of the customer's device Collaborate with Brother technicians to propose, develop and implement solutions enhancing product support options Product and Quality Management Complete product investigations to determine root cause of failures; report results to designated engineering specialist for further analysis Analyze product information, internal call data, and reporting to identify trends and potential quality issues Examine and validate potential quality issues by virtual means, customer support, and repair related activities Content Development Create and submit support documentation for both internal and external customers that assist in isolation, troubleshooting, and providing product updates to enhance support Determine product training needs and implement to enhance support Maintain and improve product knowledge by reviewing all factory-released information, updates, and bulletins.
Inform internal staff and customers of all technical updates affecting troubleshooting issues Advance skills by attending product related training and seminars when offered or suggested by management Service Development Assist with the development of service programs and opportunities that drives support and sales opportunities Work closely with product managers and management to implement product solutions that enhance Brother service Support management and colleagues with the creation and execution of specialist projects QUALIFICATIONS Education High School Diploma (or G.
E.
D.
) Required Associate's Degree (or equivalent experience) Business or Engineering Technology Preferred Experience Minimum 3 years Working in a customer service support environment with a strong understanding of technical support for imaging and document products, as well as network communication standards Required Licenses and Certifications CompTIA certifications (A+, PDI+, Network+) Preferred Software/Technical Skills Networking knowledge (Ethernet and Wi-Fi) Basic Required Knowledge of common desktop and mobile operating systems Basic Required MS Office (Word, Excel, PowerPoint and Outlook) Basic Required Knowledge of Brother applications and systems Basic Preferred Other Skills/Knowledge/Abilities Strong written/verbal communication and basic presentation skills (internal audience only) Required Ability to work in a fast-paced environment and meet deadlines Required 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 managers #LI-Hybrid The salary (or hiring) range for this position is $45,000 - $52,000 per year Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off.
Details are available at https:
//mybenefits.
nfp.
com/Brother/2023/guidebook/ Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work.
Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd.
With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago.
Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas.
It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.
S.
In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico.
For more information, visit www.
brother.
com.
Brother International Corporation (Brother) is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws.
If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
At your side is more than a slogan to us; it's the purpose we do our best to fulfill every day.
With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next.
We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education.
Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future.
If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be at your side every step of the way.
The Specialist, Product Support supports both customer and product issues for various Brother products.
The position provides end-users, distributors, and authorized service providers with troubleshooting, diagnostic support, and repair assistance on both consumer and industrial related Brother products.
The role creates first-level data assembly, product inspections, analysis, and reporting to leadership for support and product improvements, as well as drives new support and service enhancements.
Duties and Responsibilities Technical Support Utilize problem solving skills to further understand and make decisions on how best to support malfunctions for multi-function printers, home appliances, industrial devices, and complex garment printers Provide troubleshooting and product solutions to end users, distributors, and authorized service providers Educate and coach customers to properly use complicated machines Use root-cause analysis to understand and troubleshoot device issues.
If necessary, disassemble and make necessary repairs on returned machines, at a Brother facility Understand and utilize electrical and mechanical schematics, service and parts manuals, and service bulletins to provide an accurate assessment and repair of the customer's device Collaborate with Brother technicians to propose, develop and implement solutions enhancing product support options Product and Quality Management Complete product investigations to determine root cause of failures; report results to designated engineering specialist for further analysis Analyze product information, internal call data, and reporting to identify trends and potential quality issues Examine and validate potential quality issues by virtual means, customer support, and repair related activities Content Development Create and submit support documentation for both internal and external customers that assist in isolation, troubleshooting, and providing product updates to enhance support Determine product training needs and implement to enhance support Maintain and improve product knowledge by reviewing all factory-released information, updates, and bulletins.
Inform internal staff and customers of all technical updates affecting troubleshooting issues Advance skills by attending product related training and seminars when offered or suggested by management Service Development Assist with the development of service programs and opportunities that drives support and sales opportunities Work closely with product managers and management to implement product solutions that enhance Brother service Support management and colleagues with the creation and execution of specialist projects QUALIFICATIONS Education High School Diploma (or G.
E.
D.
) Required Associate's Degree (or equivalent experience) Business or Engineering Technology Preferred Experience Minimum 3 years Working in a customer service support environment with a strong understanding of technical support for imaging and document products, as well as network communication standards Required Licenses and Certifications CompTIA certifications (A+, PDI+, Network+) Preferred Software/Technical Skills Networking knowledge (Ethernet and Wi-Fi) Basic Required Knowledge of common desktop and mobile operating systems Basic Required MS Office (Word, Excel, PowerPoint and Outlook) Basic Required Knowledge of Brother applications and systems Basic Preferred Other Skills/Knowledge/Abilities Strong written/verbal communication and basic presentation skills (internal audience only) Required Ability to work in a fast-paced environment and meet deadlines Required 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 managers #LI-Hybrid The salary (or hiring) range for this position is $45,000 - $52,000 per year Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off.
Details are available at https:
//mybenefits.
nfp.
com/Brother/2023/guidebook/ Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work.
Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd.
With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago.
Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas.
It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.
S.
In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico.
For more information, visit www.
brother.
com.
Brother International Corporation (Brother) is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws.
If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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