Technical Support Customer Service Representative

Job Summary:

Technical Support and Customer Service Specialist with strong Project Management skills to join our team in the semiconductor manufacturing industry. This hybrid role combines technical support, customer service, inside sales, and project management responsibilities to ensure seamless communication between customers and internal teams while driving sales growth and managing customer-related projects.

The ideal candidate will serve as the main point of contact for customers needing technical support and will be a primary contact point for inquiries and processing orders. This candidate will also support sales efforts, and coordinate project timelines and deliverables, ensuring projects are completed on time and to specification both internally and for our valued customers.

Essential Duties and Responsibilities:

Customer Service Responsibilities:

• Technical Support: Serve as the primary point of contact for customers needing technical product support, addressing level 1 technical inquiries by answering questions, providing guidance, and performing technical research to support these and sales efforts. Escalates to other technical resources, including field service engineers, design engineers, and internal subject matter experts when necessary, utilizing these escalations as learning opportunities to advance technical and product knowledge.


• Technical Knowledge: Develop a strong understanding of semiconductor products (ICs, wafers, components) and of Entrepix products (CMP tool subassemblies, parts, DSS-200 equipment and parts, etc.) to provide customers with accurate information and guidance.

• Customer Support: Serve as a primary contact for customers, addressing inquiries related to semiconductor products, pricing, order statuses, and delivery timelines.

• Order Management: Accurately process customer orders, ensuring coordination with procurement, production, logistics, and quality assurance teams to meet customer expectations.

• Risk Management: Identify potential quote or order risks, such as competitor RFQs, processing orders with incorrect incoterms, or identifying at-risk customers via communication and context clues. Proactively communicate with customers and internal teams regarding risks and needed actions.


• Issue Resolution: Troubleshoot and resolve customer concerns related to order delays, product issues, or delivery discrepancies. Escalate complex problems to ensure customer satisfaction.

• Relationship Management: Build and maintain long-term relationships with customers, following up on orders and ensuring continued satisfaction with our products and services.

Inside Sales Responsibilities:

• Lead Generation: Identify and qualify new business opportunities in target industries (automotive, consumer electronics, telecommunications), engaging in proactive outreach to potential clients. Perform data analysis to turn statistical and customer data into actionable business insights that convert to customer outreach, communication, and securing new business opportunities and strengthening existing ones.


• Account Management: Grow and nurture existing accounts by identifying opportunities for upselling and cross-selling via strong product and technical knowledge, increasing revenue through effective customer engagement.

• Sales Support: Assist the sales team in developing quotes, proposals, and responses to RFQs (Request for Quotation), ensuring timely and accurate information is provided to potential and current customers.

• Product Promotion: Present technical and competitive advantages of semiconductor solutions to customers, positioning products effectively to meet their needs and drive sales.

• Sales Pipeline Management: Track and manage leads and opportunities in the CRM system, ensuring a steady pipeline of prospects and following through on sales targets.

Project Management Responsibilities:

• Project Coordination: Manage customer-related projects from initiation to completion, ensuring alignment with production schedules, quality standards, and customer expectations. Manage internal departmental projects to ensure they track to schedule and are successful.


• Timeline Management: Develop and maintain detailed project plans, tracking milestones, timelines, and deliverables to ensure on-time project execution.

• Cross-Functional Collaboration: Work closely with production, engineering, quality control, and logistics teams to become a subject matter expert on Entrepix products and align customer orders and projects with internal capabilities.

• Risk Mitigation: Identify potential project risks, such as delays or production challenges, and develop strategies to mitigate these risks. Proactively communicate with customers and internal teams regarding any adjustments.

• Stakeholder Communication: Serve as a liaison between customers and internal teams, ensuring all stakeholders are aligned on project goals, requirements, and timelines.

• Reporting: Provide regular project status updates to customers and internal management. Maintain accurate project documentation and reports, tracking progress and any changes in scope.

Qualifications:

Required Education & Experience:

• Bachelor's degree in Engineering, Business, Sales, or a related field (or equivalent experience).

• Strong ability to understand technical concepts, perform related research, and problem-solve, including being able to proficiently conduct in-depth searches across different technology platforms, read engineering drawings and blueprints, understand bills of materials, production workflows, and ERP systems, and how these areas interact with one another.

• 2+ years of experience in customer service, inside sales, or project management, preferably within the semiconductor, electronics, or manufacturing industries.

• Project Management experience is essential, including the ability to manage timelines, coordinate cross-functional teams, and track deliverables.

• Strong ERP system experience (Microsoft Dynamics 365 Finance and Operations - D365 - and Epicor are preferred)

• Strong CRM (Salesforce, SAP, etc.) and project management software (Microsoft Project, Asana, etc.) experience.

• Solid understanding of semiconductor products and applications, with the ability to convey technical information to customers.

• Excellent verbal and written communication skills, with a focus on customer interaction and cross-functional collaboration. A high level of emotional intelligence is key in communicating effectively and building relationships in this position.


• Strong problem-solving skills, with the ability to manage complex issues across customer service, sales, and project management.

Skills & Competencies:

• Semiconductor or electronics industry familiarity, including with the semiconductor production lifecycle, associated supply chain constraints, lead times, industry standards such as copy-exact, revision and part numbering control, and qualification processes, and quality assurance standards and associated workflows.

• Project Management Professional (PMP) or similar certification is a plus.

• Prior experience working with technical teams (engineering, production, QA) to manage customer-specific projects

• Customer Relationship Management

• Sales Prospecting & Lead Generation

• Project Coordination & Planning

• Order Processing & Issue Resolution

• Cross-functional Team Collaboration

• Strong Communication & Negotiation Skills

• Time Management & Multitasking

Other duties may be assigned to support the overall business. Amtech Systems has the right to revise and update this job description at any time.