Customer Success Senior Manager

Brooks Automation; Johor Bahru; Hybrid; MYR 338,000 - 424,000; Full time

Job summary

A leading automation solutions provider in Johor Bahru is seeking a Customer Success Senior Manager to enhance customer relationships and drive operational excellence. This managerial role requires a Bachelor's degree and over 7 years of experience in Customer Service or Operations. The ideal candidate will possess strong leadership abilities, a customer-centric mindset, and fluent communication skills. The position offers competitive salary and benefits while promoting a dynamic work environment.

Benefits

Competitive salary and benefits

Career growth opportunities

Dynamic, innovative environment

Qualifications

• 7+ years in Customer Service/Operations, preferably in Semiconductor/Tech Manufacturing.
• Experience in multinational, matrixed environments across time zones.
• Fluent in English; Chinese/German/Japanese are a plus.

Responsibilities

• Lead and inspire Operations teams to enhance customer engagement model.
• Oversee customer service functions and resolve escalations.
• Drive process improvements to enhance customer experience.

Skills

Customer-centric mindset

Excellent communication and presentation skills

Expertise in global Customer Care

Proficiency with CRM platforms

Education

Bachelor’s in Business Administration or related

Tools

CRM 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).

Are you looking for a place where you can be part of a transformation? Join us at Brooks Automation and be a part of a dynamic organization that is shaping the future of technology.

Customer Success Senior Manager

Job 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 Success Senior Manager at Brooks is a key management role. Reporting directly to the Senior Director of Global Operations, this role manages and improves customer relationships and ensures internal alignment to meet customer needs.

This individual 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 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 satisfaction.

Work Location:

Onsite, Johor Bahru.

Principal Responsibilities:

Customer & Corporate Engagement

• Lead and inspire Operations teams while advancing the site customer engagement model.
• Facilitate and present during corporate and key customer site visits.
• Lead tours through our manufacturing facilities.
• Build strategic relationships with key customers to understand their needs.
• Collaborate with Operations and Quality teams to meet customer requirements.
• Manage customer visits and lead presentations.
• Develop multi-channel customer support including email, chat, and sharing platforms.

Customer Care Process Ownership

• Organize and participate in customer audits.
• Oversee customer service functions: order inquiries, product support, returns, complaints.
• Establish and monitor KPIs for performance and satisfaction.
• Resolve escalations and lead root cause analysis.
• Ensure compliance with standards and regulations.
• Organize events related to customer visits.

Continuous Improvement Initiatives

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

Qualifications:

• Bachelor’s in Business Administration, Customer Experience, or related; 7+ years in Customer Service/Operations, preferably in Semiconductor/Tech Manufacturing.
• Expertise in global Customer Care, service design, and process optimization.
• Customer-centric mindset and passion for service.
• Experience in multinational, matrixed environments across time zones.
• Proficiency with CRM and customer service platforms.
• Excellent communication and presentation skills.
• Fluent in English; Chinese/German/Japanese are a plus.

What we offer:

• Competitive salary and benefits.
• Career growth in a growing international company.
• Dynamic, innovative environment.

Work Location & Flexibility

We promote a collaborative environment with flexible work arrangements, including in-office and remote work, based on role and needs. Details shared during the interview.

Brooks values diversity and is an equal-opportunity employer. We welcome applicants of all backgrounds and are committed to an inclusive workplace.

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

Review EEO Law & EEO Statement.