Specialist, Product Support

Brother International Corporation • Memphis, TN

4d • $48,000 - $58,000 • Hybrid

About The Position

The Specialist, Product Support supports both customer and product issues for various Brother products. The position provides end-users, distributors, and authorized service providers with troubleshooting, diagnostic support, and repair assistance on both consumer and industrial related Brother products. The role creates first-level data assembly, product inspections, analysis, and reporting to leadership for support and product improvements, as well as drives new support and service enhancements.

Requirements

• 3 years + working in a customer service support environment with a strong understanding of technical support for imaging and document products, as well as network communication standards
• High School Diploma (or G.E.D.)- General Education Requirements

Nice To Haves

• Associate's degree (or equivalent experience) in Business or Engineering Technology Preferred
• CompTIA certifications (A+, PDI+, Network+) Preferred
• Networking knowledge (Ethernet and Wi-Fi)
• Knowledge of common desktop and mobile operating systems
• MS Office (Word, Excel, PowerPoint and Outlook)
• Knowledge of Brother applications and systems Preferred
• Strong written/verbal communication and basic presentation skills (internal audience only)
• Ability to work in a fast-paced environment and meet deadlines

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. 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. Inform internal staff and customers of all technical updates affecting troubleshooting issues
• Advance skills by attending product related training and seminars when offered or suggested by management
• Service Development Assist with the development of service programs and opportunities that drives support and sales opportunities
• Work closely with product managers and management to implement product solutions that enhance Brother service
• Support management and colleagues with the creation and execution of specialist projects

Benefits

• We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance—all effective from day one of employment.
• Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately.
• Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.
• Details are available at https://mybenefits.nfp.com/Brother/2026/guidebook/

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED