Manager, Technician Support, Hardware

kplace 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 Manager, Technical Support, Hardware provides management and resolution related to hardware, firmware, and safety-related issues for all new and refurbished BMG/BMS/HAD 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.

WHAT YOU'LL DO

Overall Management

• Lead the Brother Machine Group 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

ABOUT OUR IDEAL CANDIDATE

Education

• Bachelor's Degree (or equivalent experience) in Business Administration, Management, or Communication

Experience

• Minimum 7 years' experience managing a technical support contact center team

Software/Technical Skills

• Highly proficient with PC Hardware, software, operating systems, communications, and data transfer protocols

• Technical ability to troubleshoot Windows, Mac and mobile operating systems

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 managers. #LI-Hybrid

• The salary (or hiring) range for this position is 90,000 - $116,000 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/2024/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

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 or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.