Product Support Manager

in Fremont, CA

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Req. ID

R4722
Organization

Semiconductor
Job Category

Other
Job Type

Full time
Job Location

46702 Bayside Parkway
Fremont, CA 94538
US

Overview

The Product Support Manager is the owner and leader to create a documented rapid resolution for customer product technical issues that are submitted by Brooks field service managers thru the Technical Issue Resolution (TIR) process. The TIR process is used to request immediate engineering help during the installation or warranty period. The TIR process should not be used to escalate issues within the service team, this should happen immediately by the service team

Field service leaders should request engineering help within 48 hrs if the field does not have the knowledge or capability to resolve a technical issue that has caused tool down. All TIRs for CCS will be sent to the Product Support Manager by a regional service manager. The PSM will ensure we have clarity of the problem statement and ensure knowledgeable resource is assigned within 24 hrs to resolve the issue. This resource could include the PSM, the product support team or engineers.

Clear and concise communication with the field, service managers, engineering, product line leadership and the general manager is critical for awareness, planning and customer satisfaction. The PSM will use the SR ticket process, fishbone diagrams , 8Ds, as well as database to ensure all issues are tracked, prioritized and resolved in a timely manner. In addition, the PSM will publish a weekly management report for CCS staff that provides a summary of the open issues by customer, problem statement, date initiated and next steps.

To ensure field issues are resolved with permanent and systemic corrective actions, the PSM will provide an overview at the CCS monthly quality meeting that summarizes the path for issue corrective action.

The PSM and team are an engineering function, attend engineering staff, attend ZBB and monthly quality meetings. The PSM reports to the VP Engineering.

A successfully PSM will:

Have a strong success rate for resolving TIR issues quickly with great quality

Be recognized by peers and management as an effective communicator

Be recognized as leader across multiple groups and their team

Ensures usage and improvement of process flows to improve results

Provide clarity to staff to ensure issues have long term systemic resolution to prevent reoccurrence

Have technical degree and 3+ years of experience in engineering, manufacturing or field service organizations

A successful PSM may:

Travel to a customer location to help resolve an issue

Be part of a new product program team to provide input on serviceability of a product

Previously gained experience in semiconductor industry.

EOE M/F/Disabled/VET

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HEAR FROM OUR TEAM MEMBERS

"I have been blessed with excellent managers at Brooks that have helped me develop professionally and personally. Every day here at Brooks I have an opportunity to make a difference. It is very rewarding working at a company that is committed to excellence for our customers and truly cares about its employees and the community."

I’ve been working at GENEWIZ, a Brooks Life Sciences Company, for over 10 years across 4 different departments, and this has been a great place to grow my career and develop new skills. The environment is highly collaborative and team-oriented, with a strong focus on customer service. I would strongly recommend GENEWIZ to any prospective employee as an excellent place to work!

"I am grateful to be a part of such a wonderful company that strives to make the world a better place. My main career goal was to positively contribute to the world around me and, by working at GENEWIZ, I have the chance to make a difference in the field of science and technology. GENEWIZâ€™s friendly environment and positive atmosphere has allowed me to grow as an individual, learn new things in the field of genomics, and to strive to always find ways to improve. I look forward to my continued growth at GENEWIZ and to contributing to positively making a difference in the world."

"Working as an associate scientist in technical support for GENEWIZ, a Brooks Life Sciences Company, has provided me with an opportunity to apply my passion for science and helping others to the real world. I am humbled that my skillsets and expertise can play a part in helping research scientists around the world achieve the end goal of their experiments. GENEWIZ has provided me with opportunities to develop my skillsets in the fields of my own personal interests and allows me to practice them with experienced scientists. Every day is a new and exciting challenge and I am eager to see what the rest of my career with the Company has to offer."

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“Working at Brooks, I consider myself a technologist working mostly in Software. At Brooks, we work on the latest technologies including robotics, control, machine vision, and machine learning. Through our solutions we are bringing value to customers allowing them to solve their most complex issues. During my 10 years with Brooks, I’ve found hard work is rewarded while seeing how our bleeding edge technology captures market share while working with a fun and dedicated team.”

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“Working at Brooks has helped me to grow as an engineering leader and innovator. As a research and development engineer, I have the opportunity to work on improving existing technology as well as tackling the next generation of challenges. I can only accomplish these goals due to the exceptional community that has been built at Brooks. Every day I wake up and I am excited to get to work and be a part of that Brooks community.”

“My one goal after graduating was to begin a career in a company that loved robots as much as I did. As a Mechanical Engineer in the rotational program at Brooks Automation, I look forward to facing new and interesting challenges every day that let me continue to expand my knowledge base. I not only get to work in a wide variety of robotics subfields, but also have the opportunity to work alongside top-tier engineers who are inspiring models for the type of engineer I would want to be like in the future.”

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