Industrial Product Support Specialist

Brother International Corporation; Bartlett (TN); On-site; USD 48,000 - 58,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Educational assistance program

Job summary

Brother International Corporation is seeking a Specialist, Product Support in Bartlett, TN. This hybrid role involves providing technical support for various Brother products, including troubleshooting and diagnostics. Candidates should have a minimum of 3 years of experience in customer service with a strong understanding of imaging products and network standards. The salary range is $48,000 to $58,000 per year. Comprehensive benefits include health insurance and a 401(k) plan.

Qualifications

• Minimum 3 years of experience in customer service support with a focus on technical support for imaging products.
• Understanding of network communication standards is required.
• CompTIA certifications preferred.

Responsibilities

• Provide troubleshooting and product solutions for Brother devices.
• Analyze product information and internal call data to identify quality issues.
• Create support documentation for internal and external customers.

Skills

Technical Support

Problem-Solving Skills

Communication Skills

Networking Knowledge

Education

High School Diploma or G.E.D.

Associate's Degree or equivalent experience

Job description

Role Overview

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 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.

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. 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

Experience & Qualifications

Education

• High School Diploma (or G.E.D)
• Associate's Degree or equivalent experience – preferred

Experience

• Minimum 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

Licenses/Certifications

• CompTIA certifications (A+, PDI+, Network +) – preferred

Software/Technical Skills

• Networking knowledge (Ethernet and Wi‑Fi)
• Knowledge of common desktop and mobile operating systems
• Knowledge of Brother applications and systems – preferred

Other Skills/Knowledge/Abilities

• Strong written/verbal communication and basic presentation skills (internal audience only)
• Ability to work in a fast‑paced environment and meet deadlines

Additional Details for This Role

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 $48,000.00 - $58,000.00 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.

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/

Equal Opportunity Employer (EOE) Statement

Brother International Corporation ('Brother') is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at [e-mail].