POSITION SUMMARY
Under direct supervision, the Customer Service Support Specialist provides administrative, logistical, and customer service support to field service operations. This role is responsible for processing service-related transactions, maintaining accurate records, supporting internal and external customers, and ensuring efficient coordination of parts, warranty claims, and service requests.
ESSENTIAL FUNCTIONS
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Process Material Requests (MRs) and ensure timely order fulfillment.
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Maintain and update operational spreadsheets, databases, and tracking reports.
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Generate weekly and monthly reports on parts usage and service activities.
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Perform cycle counts and reconcile inventory discrepancies.
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Investigate and resolve inventory variances through root cause analysis.
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Prepare and process field service quotations.
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Submit and track warranty claims and service requests (SRs).
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Coordinate and manage service escalations to support customer satisfaction.
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Provide customers with status updates regarding parts availability, shipments, and service requests.
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Comply with all EBARA safety policies and complete required safety training.
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Maintain a clean, organized, and safe work environment in accordance with company standards.
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Monitor in-transit reports to ensure timely receipt of parts and materials.
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Create and maintain service-related folders, files, and documentation.
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Assist with incoming and outgoing shipments for service operations.
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File and maintain Material Requests, RMAs, Service Requests, and other operational documents.
Perform additional duties and special projects as assigned.
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POSITION QUALIFICATIONS
Competency Statement(s)
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Ability to manage multiple priorities and maintain attention to detail.
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Strong verbal and written communication skills.
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Ability to work effectively in a team-oriented environment.
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The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
- The ability to perform the essential functions of the position in a cross-cultural, demanding, and dynamic environment.
- The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others, or property.
- The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
- The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.
Education
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High school diploma, Associate's degree, or equivalent experience.
Experience
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Four (4) to six (6) years of work-related experience in the semiconductor or related area.
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Working knowledge of general policies and procedures.
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Strong Customer Relations skills.
SKILLS & ABILITIES
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Experience working with multiple products/applications and different types of service reports/lines.
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Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
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Sufficient PC skills to manage information and good ten-key data entry skills.
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Must be detail-oriented.
- Strong verbal and written communication skills are essential. Must be comfortable with redundant work and minute day-to-day variety.
- Strong relationship-building skills with the ability to collaborate and work effectively with internal colleagues and customers.
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Independent worker who identifies and resolves problems promptly.
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Demonstrated teamwork and organizational skills.
- Demonstrated excellent written and oral communication skills.
