Customer Service Support Rep II (32319)

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

• Process Material Requests (MRs) and ensure timely order fulfillment.
• Maintain and update operational spreadsheets, databases, and tracking reports.
• Generate weekly and monthly reports on parts usage and service activities.
• Perform cycle counts and reconcile inventory discrepancies.
• Investigate and resolve inventory variances through root cause analysis.
• Prepare and process field service quotations.
• Submit and track warranty claims and service requests (SRs).
• Coordinate and manage service escalations to support customer satisfaction.
• Provide customers with status updates regarding parts availability, shipments, and service requests.
• Comply with all EBARA safety policies and complete required safety training.
• Maintain a clean, organized, and safe work environment in accordance with company standards.
• Monitor in-transit reports to ensure timely receipt of parts and materials.
• Create and maintain service-related folders, files, and documentation.
• Assist with incoming and outgoing shipments for service operations.
• File and maintain Material Requests, RMAs, Service Requests, and other operational documents.
• Perform additional duties and special projects as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

• Ability to manage multiple priorities and maintain attention to detail.
• Strong verbal and written communication skills.
• Ability to work effectively in a team-oriented environment.
• 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

• High school diploma, Associate's degree, or equivalent experience.

Experience

• Four (4) to six (6) years of work-related experience in the semiconductor or related area.
• Working knowledge of general policies and procedures.
• Strong Customer Relations skills.

SKILLS & ABILITIES

• Experience working with multiple products/applications and different types of service reports/lines.
• Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
• Sufficient PC skills to manage information and good ten-key data entry skills.
• 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.
• Independent worker who identifies and resolves problems promptly.
• Demonstrated teamwork and organizational skills.
• Demonstrated excellent written and oral communication skills.