Senior Specialist, Product Support

re 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 Senior Specialist, Product Support is responsible for the life cycle management and product quality for supported business units. This position works independently to support both internal and external stakeholders. The position is also accountable for some escalation support, training development, and data analysis to ensure both the product and staff are meeting service level agreements.

Duties & Responsibilities

Product Life-Cycle Management

• • Deliver support for Authorized Service Centers, Dealers, and customers throughout the product's lifecycle by serving as a final point of contact or escalation, speaking directly with customers to resolve issues

  • Coordinate activities to determine deliverables related to the stages of the Brother product lifecycle

  • Develop, maintain, and publish reporting for product launches to track deliverables and milestones throughout the product launch process

  • Provide product launch updates and information to internal stakeholders, as well as provide direct support for product launch process

  • Lead quality assurance activities during the launch of a product such as, critical public facing support material, customer contact analysis, self-service material and failure analysis and investigation

  • Analyze product quality reports, acting, when necessary, to oversee and sustain product success from end of launch through product retirement

Product and Quality Management

• • Manage and maintain product quality for assigned business unit devices such as multifunction printers, home appliances, industrial equipment, and garment printers

  • Work independently to provide root cause failure and final resolutions through established channels of support

  • Review quality issues by performing product investigations or incident review. Collect data to understand business unit trends and future machine failures

  • Create in depth fault reports and discuss technical product investigation and/or safety inspection data with Brother engineers

  • Investigate and help coordinate actions for potential fraud and counterfeit consumable incidents

Data Analysis and Reporting

• • Review product reports and interpret data to identify potential quality concerns throughout the life of the product

  • Extract data from key systems and develop reporting to support Brother product and business units

  • Provide insights to determine business impact and opportunities, communicating with management and key stakeholders as needed

Training and Content

• • Coordinate initial training request inquiries, establishing cost effective training proposals, and managing required product resources

  • Onboard and knowledge transfer to Authorized Service Centers, Dealers, and customers

  • Develop and deliver existing new product training to end users, help desks, and channel partner service teams

  • Create or assist with the development of training courses for use within the Brother learning management system

  • Recommend necessary product training and instructional information for Brother contact centers

  • Deliver internal training to current staff to further knowledge on various products and services, as well as routine maintenance and refresh activities on existing training and content

Experience & Qualifications

Education

• • Associate's Degree (or equivalent experience) in Business or Engineering Technology

Experience

• • 5+ years of experience working in a Technical Support environment with a strong technical expertise involving networking, software and/or hardware. Technical expertise may include machine repair analysis, working with repair centers/dealers, and end users directly through various communication channels such as e-mail, chat and/or phone

  • 5+ years of experience creating and delivering both instructional and complex service training information to both internal and external audiences

Licenses/Certifications

• • CompTIA certifications (A+, PDI+, Network+)- Preferred

Software/Technical Skills

• • Knowledge of common desktop and mobile PC Operating Systems

  • Knowledge of Brother applications and systems

Other Skills, Knowledge, & Abilities

• • Strong written/verbal communication and good presentation skills (for both internal and external audience)

  • Ability to complete special projects as assigned and directed by management with little to no guidance, as defined by business needs

  • Ability to work in a fast-paced environment and meet deadlines

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

Base Salary

• • The targeted base salary range for this position is $ 55,000- $ 70,000 per year.

  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

  • The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.

Our 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. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

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.

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.

Equal Opportunity Employer (EOE) Statement

Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at [email protected] .