Product Support Manager

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.

Product Support ManagerJob Description

Brooks Automation is a growing, fast-paced 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 customer-focused 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 YOU'LL 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 Engineer’s 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 YOU'LL BRING:

• Bachelor's 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 execution.

• Ability to use MS Excel and PowerPoint.

• Excellent interpersonal and communication skills.

#LI-Hybrid

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Compensation

Base Salary Range: $123,896.85 USD to $167,625.15 USD

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 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 [email protected] or call +1 (978) 262-2400 to discuss your needs.

Review EEO Law & EEO Statement.

Brooks Automation participates in E-Verify® to confirm eligibility for employment in the United States. For more details, visit www.dhs.gov/E-Verify. E-Verify® is a registered trademark of the U.S. Department of Homeland Security.