Senior Specialist, Product Support

Company Overview

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey.

BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer‑centric, and socially responsible. We value work‑life balance and flexibility, and have introduced policies such as a hybrid office schedule, casual dress code, and flexible Fridays. Our commitment to employee growth and development is demonstrated through facilitated courses, certificate programs, and resources that enable self‑paced learning.

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 internal and external stakeholders, and is accountable for escalation support, training development, and data analysis to ensure product and staff meet service level agreements.

• 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, and provide direct support for the 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

• 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

• 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

• 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…