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Technical Support Customer Service Representative

Amtech Phoenix, AZ

Phoenix, AZ

Today

Full time Business Systems Customer Service Customer Support

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Job Description

Join Amtech in a hybrid role based in Phoenix, AZ. This position combines technical customer support with inside sales and project management to help customers get accurate answers, keep orders on track, and move opportunities forward in the semiconductor manufacturing industry.

What you’ll do

Act as the primary point of contact for customers seeking technical product support, handling Level 1 inquiries through answers, guidance, and technical research.
Escalate issues to field service engineers, design engineers, and internal subject matter experts when needed, using escalations to strengthen technical and product knowledge.
Build expertise in semiconductor products (ICs, wafers, components) and Entrepix products (CMP tool subassemblies, parts, DSS-200 equipment and parts) to provide correct guidance to customers.
Support customer questions related to pricing, order statuses, and delivery timelines, while maintaining clear communication.
Process customer orders accurately and coordinate across procurement, production, logistics, and quality assurance to meet expectations.
Spot quote and order risks, including competitor RFQs, incorrect incoterms, and at-risk customers based on communication and context clues, then proactively share next steps.
Troubleshoot and resolve customer concerns related to order delays, product issues, or delivery discrepancies, escalating complex items to protect customer satisfaction.
Maintain long-term relationships through follow-up on orders and ongoing satisfaction with products and services.
Identify and qualify new business opportunities in target industries (automotive, consumer electronics, telecommunications) through proactive outreach.
Use data analysis to convert statistical and customer information into outreach strategies that help secure new business and strengthen existing relationships.
Grow accounts through upselling and cross-selling by leveraging technical and product knowledge to increase revenue.
Support the sales team with quotes, proposals, and RFQ responses, ensuring timely and accurate inputs.
Present technical and competitive advantages of semiconductor solutions to help customers match products to their needs.
Track leads and opportunities in CRM systems to maintain pipeline health and follow through on sales targets.
Manage customer-related projects from initiation through completion, aligning project goals with production schedules, quality standards, and customer expectations.
Manage internal departmental projects to keep work on schedule, maintain detailed project plans, and track milestones, timelines, and deliverables.
Collaborate with production, engineering, quality control, and logistics teams to become a subject matter expert on Entrepix products and align customer orders with internal capabilities.
Identify project risks, develop mitigation strategies, communicate changes, and provide regular status updates while keeping documentation and reports current.

What you bring

Bachelor’s degree in Engineering, Business, Sales, or a related field (or equivalent experience).
2+ years of experience in customer service, inside sales, or project management, preferably in semiconductor, electronics, or manufacturing.
Strong ability to understand technical concepts and problem-solve, including conducting in-depth research across technology platforms, reading engineering drawings and blueprints, understanding bills of materials and production workflows, and working with ERP systems and their interactions.
Project Management experience to manage timelines, coordinate cross-functional teams, and track deliverables (project plans, milestones, and execution).
Strong ERP experience: Microsoft Dynamics 365 Finance and Operations (D365) and Epicor are preferred.
Strong CRM and project management software experience: Salesforce and SAP are referenced, plus tools such as Microsoft Project and Asana.
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, supported by emotional intelligence.
Strong problem-solving skills across customer service, sales, and project management.
Familiarity with the semiconductor industry, including the production lifecycle, supply chain constraints, lead times, industry standards (copy-exact, revision and part numbering control), qualification processes, and quality assurance workflows.
PMP or similar certification is a plus.
Experience working with technical teams (engineering, production, QA) to manage customer-specific projects.

Technologies you’ll use

Microsoft Dynamics 365 Finance and Operations (D365), Epicor, Salesforce, SAP, Microsoft Project, Asana, ERP systems, CRM systems, PMP.

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