Product Support Manager

Job Description

Brooks Automation is a growing fastpaced technology leader of Automation Solutions which support the dynamic and expanding Semiconductor and Life Sciences Lab markets. At Brooks new ideas technologies and ways of thinking are driving our future. Our customerfocused culture encourages employees to embrace innovation and collaborate with one another to achieve new heights.

Brooks is looking for a Product Support Manager as we accelerate our growth journey.

This position will be based out of our Fremont CA office.

WHAT YOULL DO:

The Product Support Manager is primarily responsible for the coordination of Engineering activities required to provide escalation support of complex field issues.

Primary responsibilities include:

• Review escalation request to ensure that the escalation request is an issue that requires Engineering support and that data required has been provided.

  • Complete problem statement.

  • Necessary logs and tool configuration data.

• Assign a Team Lead from the pool of available engineers.

• Update Oracle SR data base as required.

• Log escalation and status updates into the Escalation action item list daily.

• Review escalation status with Engineers three times a week or as required to support the customer.

• Attend meetings with Brooks Field Service Engineers and customers as needed to communicate support actions. To include weekly escalation meetings with US/Europe and Asia service Managers and weekly Escalation SR review.

• Create technical procedures documentation.

• Support for 8D creation.

• Interact with cross functional teams (Engineering/Operations/Quality/Product Marketing/Service) to ensure root cause corrective actions are identified and completed.

Additional responsibilities include:

• Maintain Engineering reliability tools as tool owner.

  • Perform or coordinate maintenance as required. Ensuring tools are operating whenever possible. To include software updates predictive maintenance or anything to keep the tools running.

  • Log tool cycles and provide cycle data as required.

• Attend design reviews to provide input on serviceability and design issues.

• Review technical instructions for the field.

WHAT YOULL BRING:

• Bachelors Degree in an Engineering related discipline with a minimum of 5 years of experience troubleshooting and repairing semiconductor automation equipment OR 10 years of equivalent work experience.

• Combination of Software / Electrical / Mechanical skills to enable communicating with all parties both Internal and External on complex troubleshooting issues.

• Must have a strong capability for efficient and organized troubleshooting and analysis of field data with demonstrated hands on .

• Ability to use MS Excel and PowerPoint.

• Excellent interpersonal and communication skills.

#LIHybrid

#LITV1

Compensation

Factors which may affect starting pay within this range may include geography/market skills education experience and other qualifications of the successful candidate.

This position is also eligible for an annual discretionary bonus.

Benefits

At Brooks we offer the following benefits for this position subject to applicable eligibility requirements:

• Medical Dental Vision and Disability Insurance

• 401(k) Plan

• Exempt employees are provided company paid holidays and Flexible Vacation to enjoy personal time off and incidental sickness.

Have a question about our benefits and compensation package Your recruiter can share more with you during the hiring process.

Brooks is committed to fostering a diverse and inclusive workplace and proudly serves as an equalopportunity 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.