Customer Support Manager

Description

About the Role :

Brooks is a leading provider of automation solutions with over 40 years of experience in the semiconductor industry, offering precision robotics, integrated automation systems, and contamination control solutions that empower chip manufacturers worldwide.

The Customer Support Manager at Brooks is an important management role within the organization. Reporting directly to the Senior Director of Global Operations, this role is responsible for managing and continuously improving our customer relationships and ensuring internal alignment to meet our customers' needs.

This individual will work closely with Account & Product Management teams, cross-functional stakeholders, and our Brooks Malaysia Operations & NPI Managers to deliver an integrated and efficient customer experience. The Customer Support Manager will lead efforts to transition, optimize, and sustain site Customer Care operations that are scalable, efficient, and customer-centric, driving operational excellence and exceptional satisfaction levels.

Work Location : Onsite, Johor Bahru.

Principal Responsibilities :

Customer Engagement

Lead and inspire our Operations teams while advancing the overall site customer engagement model.

Build and nurture strategic relationships with key customers to understand their evolving needs and expectations.

Work closely with our Operations and Quality teams to ensure customer requirements are met.

Take on the lead role for customer engagement at the site level by managing customer visits and leading presentations for customer visits.

Develop and oversee multi-channel customer support, including email, chat, and sharing platforms.

Customer Care Process Ownership

Organize and participate in customer audits as necessary.

Oversee end-to-end execution of customer service functions including order inquiries, product support, returns, and complaint resolution.

Establish and monitor KPIs that track performance, responsiveness, and customer satisfaction.

Facilitate resolution of escalations and lead root cause analysis and corrective actions.

Ensure compliance with internal standards, data privacy laws, and regulatory requirements.

Continuous Improvement Initiatives

Drive continuous improvement to optimize processes and enhance customer experience.

Use customer feedback and data to proactively identify and address service gaps.

Any other duties as assigned.

Qualifications :

Bachelor’s degree in Business Administration, Customer Experience, or related field with a minimum of 7+ years of experience in Customer Service, Customer Experience, or Customer Operations, ideally in the Semiconductor or Technology Manufacturing space.

Expertise in global Customer Care operations, service design, and process optimization.

Strong customer-centric mindset and passion for delivering exceptional service.

Experience operating in multinational, matrixed environments across time zones.

Proficiency with CRM and customer service platforms.

Excellent communication and inter-personal skills.

LI-MV1

LI-Onsite

Work Location & Flexibility

At Brooks, we aim to foster a collaborative and engaging environment while offering flexibility where possible. Work arrangements may include a mix of in-office and remote work, depending on the nature of the role and business needs. Specific expectations will be shared during the interview process.

Brooks is committed to fostering a diverse and inclusive workplace and proudly serves as an equal-opportunity employer. We welcome all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.

Diversity enhances our innovative capabilities and strengthens our ability to serve our customers and communities effectively. At Brooks Automation, we celebrate the unique experiences and perspectives each individual brings, believing they are essential to our collective success. Join us in building a workplace where every team member is valued and can thrive.

For applicants with disabilities requiring accommodations, don't hesitate to get in touch with or call +1 (978) 262-2400 to discuss your needs.