If necessary, disassemble and make necessary repairs on returned machines, at a Brother facility Understand and utilize electrical and mechanical schematics, service and parts manuals, and service bulletins to provide an accurate assessment and repair of the customer's device Collaborate with Brother technicians to propose, develop and implement solutions enhancing product support options Product and Quality Management Complete product investigations to determine root cause of failures; report results to designated engineering specialist for further analysis Analyze product information, internal call data, and reporting to identify trends and potential quality issues Examine and validate potential quality issues by virtual means, customer support, and repair related activities Content Development Create and submit support documentation for both internal and external customers that assist in isolation, troubleshooting, and providing product updates to enhance support Determine product training needs and implement to enhance support Maintain and improve product knowledge by reviewing all factory-released information, updates, and bulletins. Duties & Responsibilities Technical Support Utilize problem solving skills to further understand and make decisions on how best to support malfunctions for multi-function printers, home appliances, industrial devices, and complex garment printers Provide troubleshooting and product solutions to end users, distributors, and authorized service providers Educate and coach customers to properly use complicated machines Use root-cause analysis to understand and troubleshoot device issues.