Director of Customer Success – Semiconductor Business Unit

Director Of Customer Success
- Semiconductor Business Unit

Brooks Instrument, an industry leader in flow and pressure instrumentation for critical applications, is seeking candidates for a Director of Customer Success
- Semiconductor Business Unit positions that will be based at the company headquarters in Hatfield, Pennsylvania (suburban Philadelphia). The company has manufacturing locations in Pennsylvania, Hungary, Malaysia and Korea, and also maintains sales and service offices throughout the world. Our high-tech products are used in laboratory and process applications in end markets such as: oil & gas, petrochemical, medical devices, waste water, life sciences, and analytical instruments.

Brooks is a division of ITW (Illinois Tool Works), a fortune 200 company. ITW is one of the world's leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. The company has operations in 56 countries and employs over 50,000 employees. These talented employees, many of whom have specialized engineering or scientific expertise, contribute to ITW's global leadership in innovation.

The company is proud of its broad portfolio of nearly 10,000 active patents, and is focused on fully leveraging its highly differentiated business model to deliver solid growth with consistent best-in-class margins and return on capital.

Reporting to the Semiconductor Business VP/GM, the Director of Customer Success is responsible for developing and leading the factory based customer-facing teams to deliver exceptional service and support to global customers and sales channel partners. This fast-paced role is multifaceted, involving direct engagement with customers, sales channel partners, and the internal functional colleagues to oversee the seamless integration of our services in support of meeting our customers' needs.

A primary focus will be to drive customer satisfaction initiatives using customer feedback, performance metrics, and market insights. In conjunction with being the principal point of contact for guidance and escalations, a key deliverable will be to develop and implement training programs, tools, and processes that enhance team effectiveness and customer outcomes. Further, this will require championing a culture of continuous improvement, accountability, and customer-centricity;

it will be essential to coach, mentor, and develop team members to support professional growth and organizational success.

Customer Service Operations

• Directly oversee U.S. based Semiconductor order management teams and provide indirect functional leadership to global order management teams to drive consistency, best practices, and process alignment.
• Serve as the executive sponsor for high-value clients who will step in to resolve critical, high-level customer escalations.
• Oversee and drive the change management process with customers as we work through business critical product and manufacturing qualification and approval processes.
• Build long-term strategies to improve customer engagement, enhance brand adoption and allegiance, and drive growth.
• Build relationships with high-priority clients and establish themself as a key factory-based point person available to discuss and address issues.
• Working with Sales, manage customer escalations & coordinate cross-functional and cross geographical resources to ensure timely issue resolution.
• Collaborate closely with Sales and Key Account Management to ensure seamless customer support and product delivery.
• Standardize & improve the customer onboarding experience to scale with the growth of the business.
• Identify opportunities to automate & optimize customer service systems, processes and workflows.
• Monitor and report on key operational performance metrics to include: order entry, order acknowledgment, workflow management, and order processing performance.
• Prepare and present customer service and operational performance reports to senior leadership.
• Establish & maintain standardized processes, procedures, and service level expectations across regions.
• Facilitate communication & coordination between Customers, Sales, Applications Engineering, Product Management, and Technical Services during product launches and critical projects.
• Provide guidance and communication support to global customer-facing technical support teams.

Business Systems & Process Excellence

• Serve as the business owner for Semi related customer-facing systems including CRM, CPQ, ERP, and related platforms. (This includes post sales service related system support needs.)
• Manage the Brooks Instrument CPQ portal & ensure effective implementation of enhancements, upgrades, and issue resolution consistent with Semi customer and sales channel partner requirements.
• Develop and leverage a deep working level understanding our '80' customers' systems, tools, and processes (i.e. their order portals) to enhance ease of doing business and improve the overall customer…