Senior Director & GM, Global Services (Semiconductor Automation) at Brooks Automation US LLC in Chelmsford, Massachusetts

Job Description:

Overview



Brooks 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 adopt innovation and collaborate with one another to achieve new heights.


We are seeking a dynamic and transformational leader to fill the role of Senior Director and General Manager of Global Services. Reporting to the President, Semiconductor Group, the Senior Director and GM of Global Services will be responsible product warranty services, spare part sales, service level contracts, training, and upgrade of the Semiconductor Automation business at Brooks Automation. This position will have the responsibility of meeting customer satisfaction KPIs and financial objectives with a global team.


The scope of this role includes product line management and team leadership of the global services business including repair, exchange, training, upgrades and service contracts. The role requires the development and execution of a global services strategy while meeting financial objectives and high customer satisfaction goals.


This role includes collaboration with operations across local repair centers as well as strategic prioritization of over 100 customer facing customer service engineers.



Areas of focus
included:

• Build differentiation vs competitions through excellent services and thrive to become the trusted and dependable partner of customers
  
  


• World-class levels of customer support responsiveness, knowledge deployment, repair cycle times and product quality, coupled with a continuous improvement culture of cycle time reduction
  
  


• Definition and management of the service portfolio that is value driven and differentiated
  
  


• Hold the financial performance commitment.
  
  

• Service strategy and execution for Brooks Semiconductor Group
  
  


• Collaboration with global operations on all aspects of operational excellence as defined by Brooks' pivotal initiatives.
  
  


• Cross-functional leadership of operational, quality and sales team members
  
  

• Previous experience in leading a valued growth services business related to the semiconductor or related markets
  
  


• Strong experience in value driven product management for a service solution portfolio
  
  


• At least 5+ years of P&L accountability, with very strong discernment and management system capability
  
  


• Demonstrated leadership of high performing global teams, both direct and matrixed
  
  


• Understanding of semiconductor front wafer fabs or related market.
  
  

• Experience with selling or growing a services business with successful history of value selling