Senior Technician, Application (Industrial Sewing)

The Company at a Glance

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.

Why Work at Brother?

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 as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Senior Technician, Application (Industrial Sewing) provides technical knowledge, training and support to internal and external customers and subsidiary partners for the Industrial Sewing Machine (ISM) Product Line. This may include traveling to customer sites, preparing and maintaining machines for trade shows, performing refurbishment of machines, and providing service and training for these products. This role provides support for in-house products, creation of samples, etc. This supports installation, maintenance, and diagnostics for all machines covered under the IP product line. This role creates support material in the form of developing PDFs for instructional purposes from both a technician support level and at the customer level.

***

WHAT YOU’LL DO

***

Refurb

• Maintain the online refurbishment spreadsheet so that it is accurate and reflects what is in house as well as what is being worked on.
• Refurbish Machines with estimation of completion date as well as other categories as specified by the spreadsheet.
• Maintain Spreadsheet and other returned parts/machines into the warehouse.

Install/Service Calls

• Perform installation and repairs onsite at the customer location.
• Work with internal travel agency and service coordinator to determine the most cost-effective method to service the customer
• Maintain good records and receipts for expense reporting purposes and ensures expense reports are submitted according to company policy.
• Interact and communicate with Brother Industry Limited (BIL) personnel to identify and report technical issues and provide solutions to technical issues when the factory requires.
• Provide technical support to Industrial Product Division (IPD) personnel, including customer trip reports that identify all work performed for service calls, installation, seminars, and trade shows.

Customer Service/Phone Support

• Provide telephone support to customers, dealers, distributors and sales staff on troubleshooting of Brother products and applications as applies to IPD.

Support Material

• Produce and edit pdf for maintenance and for diagnosing the supported Brother products.
• Create pdf's that help resolve common customer issues and that can help in general troubleshooting matters.
• Maintain ongoing knowledge by reviewing all factory released information and updates.
• Inform the customer of all technical updates during any service visit or phone support situation.

***

ABOUT OUR IDEAL CANDIDATE

***

Education

• Associate's Degree (or equivalent experience) Hardware or related technical field Required
• Bachelor's Degree (or equivalent experience) Hardware or related technical field Preferred

Experience

Minimum 5 years Required

• Experience in the maintenance, diagnosis, and repair of printing or hardware equipment
• Experience supporting customers by answering technical support-based questions
• Experience in developing and conducting customized training programs

Languages

• Spanish Preferred

• MS Office (Word, Excel and PowerPoint) Intermediate Required

Other Skills/Knowledge/Abilities

• Strong verbal and written communication skills Required

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. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• 
  Brother’s Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

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 or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.