Customer Service Operations Specialist

Plasma-Therm is a leading provider of advanced processing equipment and solutions, specializing in semiconductor manufacturing. At Plasma-Therm, we’ve been innovating plasma processing technologies since 1974. We design and build easy-to-use wafer processing platforms for standard and advanced processes used in microelectronics manufacturing and R&D applications. Our platforms are the centerpiece of our application solutions and cover a wide variety of process steps including etch, deposition, material modification , and die singulation. In addition, our platforms are configurable to help you get the equipment and features you need. Since the very beginning, we’ve focused on developing plasma-based technologies and equipment processing tools that deliver excellent value. That is our calling card. We grew organically through acquisitions and strategic partnerships so we could offer broader solutions. Today, we are a solid, reliable, and trusted partner. From 300mm on down the line, you get proven system solutions at a competitive price/value equation, with process knowledge and service attention that will exceed your expectations. We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Operations Specialist. This position is essential in ensuring seamless communication between our customers and field service teams. The ideal candidate will be responsible for coordinating service visits, managing parts logistics, quoting service contracts, and providing exceptional customer support. Key Responsibilities: Customer Interaction & Scheduling Serve as the primary point of contact for customers regarding field service scheduling. Coordinate and confirm on-site service appointments with customers and field technicians. Maintain accurate service calendars and ensure timely communication of schedule changes. Quoting & Contract Support Prepare and send quotes for training sessions and service contracts. Follow up with customers to address questions and secure approvals. Work Order & Parts Management Add required parts to work orders based on service needs and technician input. Monitor parts availability and coordinate shipments to ensure timely delivery for service visits. Track and follow up on backordered or delayed parts to minimize service disruptions. Communication & Follow-Up Maintain proactive communication with customers regarding service status, parts shipments, and scheduling updates. Collaborate with internal teams (logistics, service, sales) to ensure a smooth customer experience. Qualifications: Proven experience in customer service, service coordination, or a related administrative role. Strong organizational and multitasking skills with attention to detail. Excellent verbal and written communication skills. Proficiency in Epicor and/or Syspro ERP system. Ability to work independently and as part of a cross-functional team. Experience in a technical or field service environment is a plus. Work Environment: Hybrid work model with a mix of remote and in-office responsibilities. Occasional flexibility required to accommodate customer or technician schedules.