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Supervisor, Technical Service

Bartlett, TN

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 Supervisor, Technical Service manages and sets the expectations for a group of service staff to achieve a consistently high level of service for our customer and dealers. This position is responsible for utilizing information from the factory and service activity about the garment technology platforms that Brother sells inside its Industrial Products Division (IPD) for reporting on matters and creating information and updates that will affect the business in a positive manner. This role will also strategically handle the day-to-day garment technology business by ensuring staffing needs are met and relationships with both our vendors, dealers, and customers are maintained. This role provides guidance, training, mentoring, coaching and development to team members.


Duties and Responsibilities

Service Support

  • Support IPD staff on how to approach tough technical problems in a manner that will allow them to have repeated success such as a preventative maintenance process for a Brother Direct-to-Garment (GT) printers and Industrial Sewing Machines (ISM)
  • Develop training materials for staff and customers utilizing historic and trend data, including new service reports and installation forms
  • Educate on new maintenance procedures that help eliminate issues that are passed down by the factory
  • Provide and host seminars and meetings to discuss, review and analyze GT service matters and material that maintain staff education level across the board on a product such as the garment printers
  • Keep both internal and external staff educated on current product matters, practices and service policies
  • Establish guidelines on how to de-escalate a heightened customer situation including dealing with irate customer calls and field service issues


Content Management

  • Control the distribution of information that comes from the factory in a way that makes releasing the information timely and in a manner that prevents any negative impact to the parties involved
  • Assist with content creation that will make the team and customers successful in all electronic formats including PDFs and Video formats
  • Ensure that responsible staff keep items up-to-date when changes are made by the factory
  • Review content created by staff and direct them on changes that need to be made to documents and electronic quick answers before submitting the document or item for final review to the legal team
  • Ensure the final items are entered Oracle Service Cloud’s (OSVC) Knowledgebase or that they are hosted on the Direct-to-Garment Learning Center


Phone Support

  • Ensure customer call backs occur within 2.5 hours of the initial issue being identified
  • Drive down call volume with utilizing available technology
  • Communicate with the team to ensure call length stays at a reasonable time that ensures all calls are handled and/or touched daily


Scheduling and Field Support

  • Ensure special contract agreements to hit field service response times of 48 hours are kept in place
  • Dispatch a team member to resolve an escalated matter when it is unavoidable and will prevent further issues for the customer and company
  • Always keep the team with an available extra option to resolve any last-minute service demand


Relationship Management

  • Travel to Japan for key service meetings to meet with customer service team members at the factory level
  • Meet with customers at their factories or assembly plant locations in the US to address critical service matters
  • Attend dealer events, trade shows, seminars or staff meetings to assist the sales team with dealer education on GT products


Qualifications

Education

  • Bachelor's Degree (or equivalent experience) in Engineering (Electric or Mechanical) or related field


Experience

Minimum 5 years

  • Experience managing and developing a team
  • Experience staffing and scheduling teams based on business needs
  • Experience in relationship management of internal/external stakeholders


Licenses and Certifications

  • Valid Driver's License Required
  • Valid Passport Required


Languages

Spanish Preferred

Software/Technical Skills

  • Knowledge of graphic art programs, ex. Corel Draw and Adobe Photoshop, Adobe Illustrator
  • Knowledge of Microsoft Office (Outlook, Word, PowerPoint,Excel)
  • Knowledge of Oracle Service Cloud Software (OSVC)


Other Skills/Knowledge/Abilities

  • Excellent organizational skills
  • Proficient presentation skills
  • Strong written and verbal communication skills including the ability to comprehend customer’s needs
  • Ability to manage and motivate others
  • Multi-tasking ability to keep track of information as it is relayed and distribute to the proper parties involved


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 managers. 


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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