Customer Success Senior Manager

Brooks Automation Malaysia SDN. BHD.; Johor; On-site; MYR 100,000 - 140,000; Full time

Job summary

A leading automation solutions provider in Johor is seeking a Customer Support Manager to enhance customer relationships and drive operational excellence. Applicants should have at least 7 years of experience in customer service, with a strong customer-centric mindset and expertise in global operations. This role involves leading teams, optimizing processes, and ensuring compliance with standards. The position is full-time onsite.

Qualifications

• 7+ years of experience in Customer Service, Customer Experience, or Customer Operations.
• Expertise in global Customer Care operations and process optimization.
• Experience in multinational, matrixed environments across time zones.

Responsibilities

• Lead and inspire Operations teams to enhance customer engagement.
• Oversee end-to-end customer service functions.
• Drive process optimization and enhance customer experience.

Skills

Customer-centric mindset

Service excellence

Communication skills

Interpersonal skills

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM and customer service platforms

Job description

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. Our product portfolio includes a range of automation solutions, including robots, vacuum systems, and atmospheric robots for semiconductor manufacturing (www.brooks.com).

Job Description

About the Role:

The Customer Support Manager at Brooks is a key management role within the organization. Reporting directly 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. The manager will work closely with Account & Product Management teams, cross-functional stakeholders, and Brooks Malaysia Operations & NPI Managers to deliver an integrated and efficient customer experience. The goal is to lead efforts to transition, optimize, and sustain site Customer Care operations that are scalable, efficient, and customer-centric, driving operational excellence and satisfaction.

Work Location: Onsite, Johor Bahru.

Principal Responsibilities:

Customer Engagement

• Lead and inspire Operations teams while advancing the site customer engagement model.
• Build and nurture strategic relationships with key customers to understand their needs and expectations.
• Collaborate with Operations and Quality teams to meet customer requirements.
• Manage customer visits and lead presentations at the site level.
• 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 customer service functions, including inquiries, support, returns, and complaints.
• Establish and monitor KPIs to track performance, responsiveness, and satisfaction.
• Facilitate resolution of escalations, root cause analysis, and corrective actions.
• Ensure compliance with standards, data privacy laws, and regulations.

Continuous Improvement Initiatives

• Drive process optimization and enhance customer experience.
• Use feedback and data to identify and address service gaps proactively.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree in Business Administration, Customer Experience, or related field with 7+ years of experience in Customer Service, Customer Experience, or Customer Operations, preferably in Semiconductor or Technology Manufacturing.
• Expertise in global Customer Care operations, service design, and process optimization.
• Strong customer-centric mindset and passion for service excellence.
• Experience in multinational, matrixed environments across time zones.
• Proficiency with CRM and customer service platforms.
• Excellent communication and interpersonal skills.

#LI-MV1

#LI-Onsite

Work Location & Flexibility

At Brooks, we foster a collaborative environment with flexibility where possible. Work arrangements may include a mix of in-office and remote work, depending on role and business needs. Details will be shared during the interview process.

Brooks is committed to diversity and inclusion, serving as an equal-opportunity employer. We welcome all qualified applicants regardless of race, religion, gender, sexual orientation, or other protected characteristics.

For accommodations, contact [e-mail] or call [phone].