Lead Specialist, Product Support
Brother USA

Job Info

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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 Lead Specialist, Product Support (LPSS) coordinates the efforts of the Product Group support team made up of Senior Product Support Specialists (SPSS) and Product Support Specialists (PSS). Under the direction of a Technical Support Manager (TSM) the Lead Specialist, Product Support develops and
leads this team of specialists to ensure customer satisfaction throughout the product lifecycle.

• Lead Team
• Operational supervision of a Product Group SPSS/PSS team
• Provide daily tasking to SPSS/PSS staff to meet departmental deadlines and goals
• Provide ongoing feedback and coaching to SPSS/PSS staff to ensure they are meeting departmental performance standards
• Provide mentoring and guidance to SPSS/PSS staff to ensure their ongoing development in conjunction with the TSM
• Provide timely feedback on personnel and product issues to the TSM
• Manage Product and Reporting
• Product Launch -Ensure the accurate and timely completion of all items on the New Product Checklist (NPCL) and update the Product Launch Summary (PLS)
• Initial Quality Monitoring (IQM)- Act as the sponsor for the product IQM team and control the IQM start and stop dates for a product
• Product Quality Report (PQR) ) - Ensure all Product Group PQR's are
• Quality Investigation (QI) - Identify Quality Issues for investigation during the PQR review then lead the SPSS team through the investigation process
• Fault Report Analysis - Provide the TSM with a weekly summary of any open BIL Fault Reports
• Billback - Prepare all monthly BIL QI Billback documentation
• Failure Projections - Report product failure projections, including recommended inventory levels for exchange products
• Process Improvement
• Continuously review departmental procedures for efficiency and customer focus improvements
• Provide suggestions to improve reporting and data analysis within the department
• Act as their product team's point-of-contact for BIC Departments, BIL, Customer Service Vendors and BIUS
• Provide ongoing review of BIC Service and Support programs
• Make recommendations to management based on feedback from other SPSS or individual review of the existing programs to ensure best practices are continuously implemented Assume a leadership role in establishing peer team meetings, developing team initiatives and fostering a spirit of urgency and efficiency within the team

Required

Education

- Bachelor's Degree (or equivalent experience)

• Technical or Business related degree

Experience

(Minimum 5 years)

- 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

- Experience creating and delivering both instructional and complex service

training information to both internal and external audiences

- Experience in the configuration, support, maintenance and/or repair of document and imaging products or equivalent experience in related equipment

(Minimum 2 years)

-Leading a small team of direct reports and/or project teams towards business related goals; experience may include mentoring others, as well as influencing individuals or oneself through daily technical matters as they relate to customers, dealers and/or repair facilities

Software/Technical Skills

-MS Office Suite (Work, Excel, PowerPoint, Outlook,)

-Networking knowledge (Ethernet and Wi-Fi)

-Knowledge of Brother applications and systems

-Technical knowledge of Brother products (BMG and/or HAD)

-Knowledge of common desktop and mobile PC Operating Systems.

-MS Visio, Access and Project

Other Skills/Knowledge/Abilities

-Ability to effectively lead a team of technical support specialists

- Strong written/verbal communication skills and strong presentation (internal and external audience)

- Able 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

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.

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