Manager, Technical Support, Hardware

The Manager, Technical Support, Hardware provides management and resolution related to hardware, firmware, and safety-related issues for all new and refurbished Brother 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.

Overall Management

• • Lead the 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

Education

• • Bachelor's Degree (or equivalent experience) Business Administration, Management or Communications 
  • Minimum 7 years Experience managing a technical support contact center team 

Software/Technical Skills

• • MS Office (Word, Excel, PowerPoint) Advanced 
  • Highly proficient with PC Hardware, software, operating systems, communications, and data transfer protocols Advanced 
  • Technical ability to troubleshoot Windows, Mac and mobile operating systems Advanced 

• • Strong communication skills as they relate to telephone, verbal, written, analytical and interpersonal communications

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 your manager. #LI-Hybrid

Base Salary 

• • The targeted base salary range for this position if based in TN will be $85,000 - $105,000 per year.

Additional Compensation

• • This position is eligible for a 15% 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.