As an Advanced Application Engineer here at Brady Corp., you will lead a team to deliver high-quality solutions, provide technical expertise, and ensure exceptional customer service. Your leadership will drive innovative solutions and business growth. You will report directly to our Sr Tech Supp Manager and you’ll work out of our Fort Mill, SC location.
Typical work shifts are flexible daylight hours with some on-call nights and weekends to support a 24X7 support environment
Travel to customer sites as needed, up to 15%
Must live within the Fort Mill, SC location
Preferred Qualifications- Provide in depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues. Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes.
- Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
- Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
- Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs. Keep the customer updated on the status of work in progress on their problems.
- Develop robust communication practices with strong focus on customer service and solution quality.
- Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines. Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems.
- Keep the case handling system updated with current information on the support case, related activities and resolution.
- Participate in assigned NPI projects and fully prepare the support teams for new product launches.
- Maintain and extend product knowledge by self-study and by attending relevant training sessions.
- Regularly share product and troubleshooting knowledge via coaching and training initiatives.
- Mentor agents in lower support tiers as part of the company’s talent development and retention ethos.
- Handling complex issues escalated from the lower support tiers and recording all related activities in the case handling system.
- Deep investigation of complex technical issues and resolution of support requests.
- Providing training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills.
- Preparing the team to support new product offerings, by participating in the Honeywell New Product Introduction (NPI) program.
- Actively developing and maintaining technical knowledge base content.
- Timely communication to customers with focus on customer service and relationship building.
- Providing back-up to the frontline support staff at peak times as required.
Brady Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brady Corporation and has not been reviewed or approved by Brady Corporation.
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Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage starting on Day One, alongside wellness resources and an Employee Assistance Program. Materials also indicate access to mental and behavioral health support.
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Retirement Support — A matched 401(k) plan is provided in the U.S., with formal plan structures and vesting confirmed in company materials and filings. This indicates consistent, programmatic retirement support rather than ad hoc contributions.
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Parental & Family Support — Paid parental leave is offered, together with family‑building benefits such as fertility coverage and adoption and surrogacy assistance. Scholarship programs and matching gifts further extend family and community support.
Brady Corporation Insights
What We Do
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradycorp.com.
