Customer Success Senior Manager

Overview

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.

Join Brooks Automation as a Customer Success Senior Manager, a key management role that reports to the Senior Director of Global Operations. This role is responsible for managing and continuously improving customer relationships and ensuring internal alignment to meet customer needs. It works closely with Account & Product Management, cross-functional stakeholders, and Brooks Malaysia Operations & NPI Managers to deliver an integrated and efficient customer experience. The Customer Success Senior 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.

Responsibilities

• Customer & Corporate Engagement : Lead and inspire Operations teams while advancing the overall site customer engagement model; facilitate and present at corporate and key customer site visits; lead corporate and customer tours through local manufacturing facilities; build and nurture strategic relationships with key customers to understand evolving needs; work closely with Operations and Quality teams to ensure customer requirements are met; take the lead role for customer engagement at the site level by managing visits and leading presentations; develop and oversee multi-channel customer support (email, chat, and sharing platforms).
• Customer Care Process Ownership : Organize and participate in customer audits; 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; organize and attend events related to customer visits.
• 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

What we offer

Work Location & Flexibility

Brooks aims to foster a collaborative and engaging environment with flexibility where possible. Work arrangements may include a mix of in-office and remote work, depending on 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 is 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.

For applicants with disabilities requiring accommodations, please contact or call to discuss your needs.

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