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Job Description
Role Overview
The Field Support Engineer provides technical support to sales teams, channel partners, and end-user
customers across Brother solutions. This role supports customer engagements by assisting with printer
solution design, technical evaluations, and the deployment of mobile thermal printing solutions that align
with customer requirements and business needs. Working closely with sales teams, this position helps
identify solution fit, supports upsell opportunities, and contributes to successful deal execution across key
verticals including Auto ID, Retail, Public Safety, and Manufacturing. Providing guidance and educating
internal and external customers, on product and it’s capabilities.
This role serves as a technical resource during field engagements, customer meetings, and trade shows,
offering hands-on expertise with hardware, software, consumables, and accessories. Responsibilities
include delivering product demonstrations, supporting proof-of-concept configurations, assisting with
customer testing, and contributing technical input to RFPs and sales proposals. The engineer also
supports testing and evaluation of new hardware and software solutions, assists with software
configuration and deployment tools, and helps guide customers through setup and basic integration
Duties & Responsibilities
Technical Expertise & Solution Support
- • Perform technical evaluations during on-site and remote customer
- engagements to support the development and deployment of Brother
- solutions, services, and hardware
- • Support product demonstrations, proof-of-concept configurations,
- and customer testing activities
- • Assist with solution configuration, integration, setup, and
- troubleshooting for hardware, software, and networked environments
- • Analyze, diagnose, and help resolve network, application, and
- solution-related issues to support customer satisfaction
- • Provide technical assistance throughout pre-sales and post-sales
- activities, including implementation guidance and issue escalation
- support
- • Maintain working knowledge of evolving technologies to meet
- customer and market demands
Consultative Sales Support & Collaboration
- • Partner with sales teams to support consultative selling efforts
- through technical expertise and solution alignment
- • Participate in joint sales calls and customer meetings (on-site and
- virtual) with sales representatives and channel partners
- • Support national and strategic accounts by traveling with sales
- representatives as needed
- • Collaborate with internal stakeholders to support solution-based
- selling across Brother’s portfolio
- • Consult with copier dealers, VARs, and other channel partners to
- support sales growth and solution adoption within end-user accounts
- • Assist with responding to RFPs, RFIs, and customer technical
- inquiries in collaboration with internal teams
Solution Testing, Industry Awareness & Training
- • Assist with testing and evaluation of new hardware, software, and
- networking solutions in coordination with Marketing and Product
- teams
- • Stay informed on industry trends, competitor technologies, and
- evolving customer use cases within key verticals
- • Gather and communicate customer feedback and field insights to
- support the Product Life Cycle development process
- • Provide technical training and support to the B2B sales force on new applications, solutions, and product capabilities• Help develop and maintain technical documentation, presentations,and solution reference materials
Tradeshow & Field Event Support
- • Support trade shows, product previews, conferences, and field
- marketing events
- • Serve as a technical resource to answer product, solution, and
- networking-related questions during events
- • Assist with setup, demonstrations, and troubleshooting in event
- environments
Experience & Qualifications
Education:
- Bachelor's Degree (or equivalent experience) in Computer Science, Computer Engineering, Software Engineering, or related technical field- preferred
Experience:
- Minimum 5 years a combination of experience in the following areas:
- Experience providing technical customer support for mechanical, electrical, hardware, software, and networked solutions
-
- Experience selling, configuring, andsupporting office equipment andrelated solutions across a variety ofnetworking environments
- Experience performing technicalresearch and assisting withevaluations of new products, includingdocumenting findings and contributingrecommendations
- Experience supporting technicalsolutions for networking, software, andhardware in customer-facingenvironments
- Experience working directly with salesteams, channel partners, and end-usercustomers, both on-site and remotely,to evaluate requirements andrecommend appropriate solutions
- Ability to analyze technical issues andsupport resolution efforts that alignwith customer needs and businessobjectives
Software/Technical Skills:
- Knowledge of Printer & Scanner networking and the
- “Computer Peripheral” area (Networked/Color/Mono Printer,
- FAX and MFC’s)
- Customer Relationship Software (Salesforce or similar)
- Thermal Printing - Preferred
- Knowledge of Linux, Windows, Android, Apple(drivers/installers) - Preferred
- Knowledge of Brother and competitive Printer/Fax/MFCproduct “Solutions & Networking” for Fortune 1,000–2,000End-users - Preferred
- Knowledge of Office Automation products, such as, DigitalCopiers and various Network Applications & Solutions- Preferred
- Knowledge of writing technical documents such as articles,product procedures, and technical data sheets Intermediate- PreferredMobile Connectivity and Printing- Preferred
Other Skills/Knowledge/Abilities:
- Strong knowledge in management of assigned resources, with the ability to prioritize accounts and call on those with highest potential
- Ability to manage customer/partner visits and coordinate closely with the sales and product marketing teams
- Ability to keep current with rapidly advancing technology to meet customer demands for delivery of information, products, and services
- Communication skills (verbal/written), with the ability to troubleshoot technical information with customers and internal staff
- Strong knowledge of application engineering concepts and best practices required
- Ability to collaborate cross-functionally and at all levels of the organization
- Ability to keep current with rapidly advancing technology to meet customer demands for delivery of information, products, and services
Additional Details for This Role
This role is a remote field-based role. A fixed office schedule is not an expectation of the position. #LI-Remote
The defined sales territory for this role is North East.
Travel is expected throughout the territory up to 90% of the time, or an average of 12-15 trips per quarter, dependent on business need.
Base Salary
- The targeted base salary range for this position is $ 95,000- $ 117,500 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.
Additional Compensation
- This position is also eligible for a 5% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
- Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.
- This position is also eligible for an auto allowance paid monthly in the first pay period of each month. This auto allowance may be used in the employee’s sole discretion but is intended toward maintenance of the employee’s own vehicle they’ll be using for business commuting. This is independent and in addition to the company’s Travel & Entertainment policy, which covers mileage reimbursement and additional business travel expenses.