Customer Service Specialist

Organization Summary

Founded in 1981, Amtech Systems is a trusted global supplier of essential semiconductor equipment and materials serving various industries within the power semiconductor market, including mobile, computing, industrial, automotive, telecom, medical, and more.

Our diversified product portfolio includes capital equipment and related consumables for the entire range of semiconductor fabrication, advanced packaging and electronics manufacturing - starting with substrate processing and extending to electronics assembly.

Our differentiator is the quality of our products and our customer service. We are a trusted supplier and provide our customers with high-quality solutions.

Summary Objectives

As a Customer Service Specialist, you will play a pivotal role in ensuring exceptional customer experiences by providing timely and effective support to Amtech Systems’ global clients. This position combines customer support expertise with project management skills to ensure efficient handling of customer inquiries, resolution of technical issues, and coordination of customer-centric projects.

As the first point of contact for customer inquiries, the specialist will be responsible for maintaining positive client relationships, addressing concerns, and collaborating with internal teams to deliver solutions. The role also includes managing customer service improvement projects to enhance operational efficiency and client satisfaction.

Essential Duties and Responsibilities

Customer Service & Support

• Serve as the primary contact for customers, addressing inquiries related to orders, delivery timelines, and product specifications. Resolve customer complaints, coordinate corrective actions, and ensure issues are escalated as necessary to appropriate teams
• Utilizes a customer-centric attitude while assisting our customers on every interaction. Works with internal partners and customers to identify and resolve customer-facing challenges.
• Generates and accurately submits new Sales orders for existing and new customers. Complete files in relation to customer returns, refunds, etc. Completes internal tracking of required information.
• Understands and expertly communicates our products, promotions, and services.
• Recommends and promotes additional products and services to increase overall sales revenue.
• Connect with customers by building meaningful relationships that support business success.
• Consistently meet or exceed performance expectations, including customer experience surveys, and quality standards. Represent the company in a professional, courteous, and efficient manner always.
• Completes all company training and follows established policies and procedures.
• Demonstrates time management to expectations. When circumstances require remote work, all performance expectations remain in effect.
• Collaborate with engineering, sales, and production teams to provide accurate and timely information to customers.

Technical Assistance

• Provide customers with technical documentation, product updates, and recommendations to optimize system performance.

Project Management

• Lead and manage customer service improvement initiatives aimed at enhancing processes and efficiency.
• Oversee customer-centric projects, including tracking timelines, deliverables, and communication with stakeholders.
• Ensure smooth onboarding for new customers by coordinating project deliverables with cross-functional teams.
• Monitor and report on project progress to stakeholders, addressing any risks or delays.

Process Improvement

• Develop and implement strategies to improve customer satisfaction and operational workflows.
• Partner with the quality assurance team to ensure products and services consistently meet customer expectations.

Reporting and Communication

• Prepare and deliver regular reports on customer feedback, resolution rates, and service performance metrics.
• Act as the voice of the customer within Amtech Systems by providing insights and recommendations for product or service enhancements.

Education & Experience: Qualifications

• High School Diploma or GED
• 3 years of experience in customer service, preferably in semiconductor manufacturing or a related industry.
• Proven ability to manage customer relationships and resolve complex issues with diplomacy and professionalism.
• Experience with project management, including planning, execution, and reporting.
• Strong communication skills, both written and verbal, with the ability to explain technical information clearly.
• Proficiency in CRM systems and Microsoft Office Suite.

Preferred Skills

• Familiarity with semiconductor manufacturing processes and equipment.
• Bilingual in Chinese (work on the wording)
• Certification in Project Management
• Knowledge of multiple ERP systems, Microsoft D-365 and Epicor

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