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.

Director, Global Customer Care

Job Description

Position Summary

The Director, Global Customer Care is a pivotal leadership role within the organization. Reporting directly to the SVP of Global Customer Operations, with a dotted line to the Director, Global Business Services (GBS) Lead, this role is responsible for defining and continuously improving the global Customer Care process design, service delivery model, and strategic roadmap.

This individual will work closely with Customer Service leadership, the Global Business Services (GBS) lead and peers, cross-functional stakeholders, and our Brooks Capability Center outsourced partners to deliver an integrated and efficient customer experience. The Director will lead efforts to transition, optimize, and sustain global Customer Care operations that are scalable, efficient, and customer-centric, driving operational excellence and exceptional satisfaction levels.

Principal Responsibilities

Customer Engagement

• Lead and inspire our customer care teams while advancing the overall global customer engagement model.
• Build and nurture strategic relationships with key customers to understand their evolving needs and expectations.
• Drive initiatives to enhance trust and loyalty in alignment with Sales leadership.
• Implement customer feedback mechanisms such as surveys and focus groups to inform service improvements.
• Develop and oversee multi-channel customer support, including email, chat, and social media platforms.
• Organize customer-centric webinars and educational sessions on products, services, and processes.
• Lead customer loyalty programs to enhance retention and satisfaction.
• Collaborate with Sales and Marketing to ensure alignment of customer care strategies with broader commercial objectives.

Customer Care Process Ownership

• Define and implement a standardized global Customer Care process and service delivery model.
• 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.
• Manage outsourced service provider performance, ensuring SLAs and quality standards are met.
• Facilitate resolution of escalations and lead root cause analysis and corrective actions.
• Maintain up-to-date documentation including SOPs, escalation paths, training guides, and service scripts.
• Ensure compliance with internal standards, data privacy laws, and regulatory requirements.

Continuous Improvement Initiatives

• Drive continuous improvement to optimize processes and enhance customer experience.
• Lead governance sessions with internal leaders and outsourcing partners to review metrics and define improvement actions.
• Partner with IT to enhance CRM systems and deploy automation tools (e.g., chatbots, self-service portals).
• Use customer feedback and data to proactively identify and address service gaps.
• Benchmark industry best practices to ensure Brooks delivers world-class service.
• Report on improvement outcomes and the value realized from implemented changes.

Stakeholder Management

• Act as the key interface between GBS, Customer Care teams, and outsourcing partners.
• Partner with Commercial and Operations teams to ensure seamless customer experience across functions.
• Manage change communications, training, and stakeholder updates.
• Gather and share Voice of the Customer insights to influence broader business decisions.
• Represent Customer Care in cross-functional transformation initiatives.

Qualifications

• 10+ years of experience in Customer Service, Customer Experience, or Customer Operations ideally in semiconductor or technology manufacturing space.
• Expertise in global Customer Care operations, service design, and process optimization.
• Proven experience in leading customer service teams and managing outsourced providers.
• Demonstrated success in implementing service transformation and technology solutions.
• Strong customer-centric mindset and passion for delivering exceptional service.
• Excellent leadership, communication, and stakeholder engagement skills.
• Experience operating in multinational, matrixed environments across time zones.
• Proficiency with CRM and customer service platforms.
• Bachelor’s degree in Business Administration, Customer Experience, or related field.

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 talentattraction@brooks.com or call +1 (978) 262-2400 to discuss your needs.

Review EEO Law & EEO Statement.

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