Senior Coordinator, Technical Customer Service, BMS

Senior Coordinator, Technical Customer Service, BMS Brother USA 4.6 ( ) Bartlett, TN Why you should apply for a job to

Brother USA :

4.6/5 in overall job satisfaction 4.6/5 in supportive management 86% say women are treated fairly and equally to men 100% would recommend this company to other women 100% say the CEO supports gender diversity Ratings are based on anonymous reviews by Fairygodboss members. See all reviews Brother supports a healthy work-life with benefits like hybrid work, flexible hours, a dress-for-your-day mindset, & Flexible Fridays Our ERGs offer women support, mentorship, and camaraderie, as well as cross-functional networking and leadership opportunities. We provide opportunities for growth and success at every level through both facilitated and on-demand learning & development resources. # 2149 Position summary re 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. Role Overview The Senior Coordinator, Technical Customer Service, BMS assists customers by answering questions related to the repair of their BMS (Brother Mobile Solutions) products and maintains the database regarding the status of the repairs. This role also reports statistics regarding repair status. This position manages the workflow of BMS refurbishment technicians by assigning them product repairs as requested by the customer and when they arrive at the facility. This role also helps team train members and assists in repairs as needed. Duties & Responsibilities Customer Service Answer technical and procedural questions for others Research and respond to customer issues in a timely manner and ensure follow through on all customer issues Create and manage daily program results and statistics and alert management of potential issues Manage and assign inbound customer orders to technicians while ensuring repair turnaround times are met and providing necessary responses to customer requests Manage customer call backs, communications, and requests for assistance Assist technicians by providing answers and recommending solutions Quality Standards Maintain and improve the customer repair quality results by adhering to provided procedures and guidelines Ensure that quality workmanship is used in the repair of the Brother products Train new BMS Technician to the quality repair standards and certify them to complete repairs on the products Workflow Management Oversee technicians to ensure each has a balanced workload throughout workday Work with the manager to assign technicians to work in other areas in Technical Service refurbishing and returns operations when workload is light Experience & Qualifications Education High School Diploma (or G.E.D.) Associate's Degree (or equivalent experience)- Preferred Experience Minimum 2 years Working in a customer service support environment with a strong understanding of technical support for mobile solutions products Administrative experience creating and disseminating reports Minimum 3 years Repairing and refurbishing commercial or business to business products Software/Technical Skills Technical knowledge of repair process of mobile solution devices Other Skills/Knowledge/Abilities Ability to work in a fast-paced environment and meet deadlines Good communication skills, both verbal and written Excellent customer service skills Knowledge of BMS repair process and procedures Additional Details for This Role This role will be an onsite role. You are expected to work from the stated job location 5 days a week. #LI-Onsite Base Salary The targeted base salary range for this position is $ 24.00- $ 21.00 per hour. 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. Our 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/ 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. 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. 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 . Why you should apply for a job to

Brother USA :

4.6/5 in overall job satisfaction 4.6/5 in supportive management 86% say women are treated fairly and equally to men 100% would recommend this company to other women 100% say the CEO supports gender diversity Ratings are based on anonymous reviews by Fairygodboss members. See all reviews Brother supports a healthy work-life with benefits like hybrid work, flexible hours, a dress-for-your-day mindset, & Flexible Fridays Our ERGs offer women support, mentorship, and camaraderie, as well as cross-functional networking and leadership opportunities. We provide opportunities for growth and success at every level through both facilitated and on-demand learning & development resources.