Manager, Technician Support, Hardware

JOB DESCRIPTION

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 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

WHAT WE OFFER OUR EMPLOYEES

At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance.

Here are some of the benefits of working with us :

• Competitive Compensation : We offer a competitive salary and bonus program to reward your hard work and dedication
• Comprehensive Benefits : Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match
• Professional Development : We're committed to helping you grow in your career with opportunities for training and development
• Work-Life Balance : We support your well-being with flexible work arrangements and a focus on work-life balance
• Employee Engagement : Join a team that values your contributions and celebrates success together

Learn more about our benefits :

Learn more about life at Brother :