Customer Service & Sales Support Specialist

Amtech Organization Summary

Founded in 1981 Amtech Systems is a publicly traded company (Nasdaq: ASYS) supplying essential equipment services and consumables to the semiconductor industry. Our Semiconductor Fabrications Solutions (SFS) business provides consumables parts and services for power semiconductor and mature node semiconductor OEMS. Our Thermal Process Solutions (TPS) business provides equipment and services for semiconductor advanced packaging applications electronic assembly and power semiconductor packaging. The company manufactures products in several factories in the US and China and serves global customers.

Job Summary:

Customer Service & Sales Support Specialist hybrid role combines 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 manage inquiries process orders support sales efforts and coordinate project timelines and deliverables ensuring projects are completed on time and to specification.

Essential Duties and Responsibilities:

Customer Service Responsibilities:

Customer Support: Serve as the 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 production logistics and quality assurance teams to meet customer expectations.

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

Technical Knowledge: Develop a strong understanding of BTU products to provide customers with accurate information and guidance.

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.

Account Management: Grow and nurture existing accounts by identifying opportunities for upselling and cross-selling 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.

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 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:

Bachelors degree in Business Sales Engineering or a related field (or equivalent experience).

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.

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.

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

Skills & Competencies:

Experience in the semiconductor or electronics manufacturing industries.

Familiarity with the semiconductor production lifecycle including supply chain constraints lead times and quality assurance processes.

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.