Technical Service Supervisor

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 Supervisor, Technical Service manages and sets the expectations for a group of service staff to achieve a consistently high level of service for our customer and dealers. This position is responsible for utilizing information from the factory and service activity about the garment technology platforms that Brother sells inside its Industrial Products Division (IPD) for reporting on matters and creating information and updates that will affect the business in a positive manner. This role will also strategically handle the day-to-day garment technology business by ensuring staffing needs are met and relationships with both our vendors, dealers, and customers are maintained. This role provides guidance, training, mentoring, coaching and development to team members.

Duties & Responsibilities

Service Support

• • Support IPD staff on how to approach tough technical problems in a manner that will allow them to have repeated success such as a preventative maintenance process for a Brother Direct-to-Garment (GT) printers and Industrial Sewing Machines (ISM)

  • Develop training materials for staff and customers utilizing historic and trend data, including new service reports and installation forms

  • Educate on new maintenance procedures that help eliminate issues that are passed down by the factory

  • Provide and host seminars and meetings to discuss, review and analyze GT service matters and material that maintain staff education level across the board on a product such as the garment printers

  • Keep both internal and external staff educated on current product matters, practices and service policies

  • Establish guidelines on how to de-escalate a heightened customer situation including dealing with irate customer calls and field service issues

Content Management

• • Control the distribution of information that comes from the factory in a way that makes releasing the information timely and in a manner that prevents any negative impact to the parties involved

  • Assist with content creation that will make the team and customers successful in all electronic formats including PDFs and Video formats

  • Ensure that responsible staff keep items up-to-date when changes are made by the factory

  • Review content created by staff and direct them on changes that need to be made to documents and electronic quick answers before submitting the document or item for final review to the legal team

  • Ensure the final items are entered Oracle Service Cloud's (OSVC) Knowledgebase or that they are hosted on the Direct-to-Garment Learning Center

Phone Support

• • Ensure customer call backs occur within 2.5 hours of the initial issue being identified

  • Drive down call volume with utilizing available technology

  • Communicate with the team to ensure call length stays at a reasonable time that ensures all calls are handled and/or touched daily

Scheduling and Field Support

• • Ensure special contract agreements to hit field service response times of 48 hours are kept in place

  • Dispatch a team member to resolve an escalated matter when it is unavoidable and will prevent further issues for the customer and company

  • Always keep the team with an available extra option to resolve any last-minute service demand

Relationship Management

• • Travel to Japan for key service meetings to meet with customer service team members at the factory level

  • Meet with customers at their factories or assembly plant locations in the US to address critical service matters

  • Attend dealer events, trade shows, seminars or staff meetings to assist the sales team with dealer education on GT products

Experience & Qualifications

Education

• • Bachelor's Degree (or equivalent experience) in Engineering (Electric or Mechnical) or a related field

Experience

• • 5+ years experience managing and developing a team; Experience staffing and scheduling teams based on business needs; Experience in relationship management of internal/external stakeholders

Licenses and Certifications

• • Valid Driver's License

  • Valid Passport

Languages

• • Spanish (Preferred)

Software/Technical Skills

• • Knowledge of graphic art programs, ex. Corel Draw and Adobe Photoshop, Adobe Illustrator

  • Knowledge of Oracle Service Cloud Software (OSVC)

Other Skills/Knowledge/Abilities

• • Excellent organizational skills

  • Proficient presentation skills

  • Strong written and verbal communication skills including the ability to comprehend customer's needs

  • Ability to manage and motivate others

  • Multi-tasking ability to keep track of information as it is relayed and distribute to the proper parties involved

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.
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Base Salary

• The targeted base salary range for this position is $80,000 - $85,000 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.

Additional Compensation

• This position is eligible for a 5**%** bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.

• Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.

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] .