Senior Specialist, Product Support

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.

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

Education Level

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

Experience Level

• • 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 in creating and delivering both instructional and complex service training information to both internal and external audiences 

Licenses/Certifications

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

Languages

• • Spanish - Required 
  • Portuguese - Preferred 

Software/Technical Skills

• • Knowledge of common desktop and mobile PC Operating Systems
  • Knowledge of Brother applications and systems
  • Microsoft Office Suite Office (Word, Excel, PowerPoint, Outlook)

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

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 is $ 70,0000 - $ 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. 
The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.