Technical Support Customer Service Representative

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.

• 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.

• 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…