Customer Service Support Rep I-II (31428)

Position Summary

Under direct supervision, the Customer Service & Operations Support Specialist provides administrative, logistics, and customer service support to field service operations across multiple customer sites. This role ensures accurate parts tracking, service documentation, and operational coordination to support technicians and maintain high levels of customer satisfaction.

Service Operations, Parts Coordination, and Inventory Management

• Process Material Requests (MRs) and maintain accurate tracking of parts and materials.
• Maintain and update internal service and parts tracking spreadsheets.
• Generate weekly and monthly parts usage reports to support operational planning.
• Monitor in-transit reports to ensure parts are received and delivered within required timelines.
• Assist with incoming and outgoing shipments related to service operations.
• Maintain documentation, including MRs, RMAs, Service Requests (SRs), and related service records.
• Perform cycle counts and accurately record inventory data.
• Investigate and resolve inventory discrepancies to maintain accurate stock levels.
• Maintain organized documentation and file structures for inventory and service records.

Customer & Service Support

• Provide customer service support, including updates on parts availability and order status.
• Create field service quotes and assist with service documentation.
• Process service requests, escalations, and warranty claims in accordance with company procedures.
• Collaborate with internal service teams to ensure the timely resolution of customer needs.
• Manage the facility's main phone line and direct inquiries appropriately.
• Prepare new hire packets and assist with employee access items such as facility fobs.
• Maintain office and breakroom supplies, coordinating with vendors as needed.
• Rotate IT backup tapes and support basic administrative facility processes.
• Serve as the primary backup for the CSS Lead I when needed.
• Follow all company safety policies and procedures, including completion of required training.
• Maintain a clean, organized, and safe work environment consistent with company standards.

POSITION QUALIFICATIONS

Competency Statement(s)

• 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) - 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

• Knowledge of multiple company 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-to-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.