Customer Support Tech I

1 week ago

Allen, TX, United States Photronics Full time

Photronics is hiring For more than 50 years, Photronics has been a global leader in photomask technology - powering the innovation behind smartphones, computers, TVs, and other devices people use every day. Our success is built on quality, collaboration, and the dedication of our people. Join us and be part of a company recognized worldwide for cutting-edge technology, exceptional service, and strong customer partnerships.

Position Summary: The Customer Support Technician independently manages customer orders, ensuring accuracy, timeliness, and strong communication throughout the order lifecycle. This role serves as a primary point of contact for customers, delivering updates, addressing issues, coordinating internally to resolve discrepancies, and ensuring a positive customer experience in alignment with Photronics' standards. The position requires strong organizational skills, the ability to multitask effectively, and sound judgment when balancing competing priorities

Location: Allen, Texas. This is an on-site position, and we are not open to remote candidates at this time.

Essential Duties & Responsibilities

  • Manage MaskTrac order entry for all assigned customer accounts.
  • Serve as a liaison between customers and Photronics' manufacturing, engineering, and sales teams.
  • Handle customer communication regarding status reports, expedite requests, RMA processing, shipping inquiries, and purchase order verifications.
  • Interface directly with customers to review, interpret, and clarify product orders.
  • Collaborate with production, engineering, and operations teams to resolve moderate order discrepancies.
  • Proactively inform customers of potential delays or changes and provide recommended alternatives.
  • Ensure on-time, accurate deliveries by coordinating closely with shipping and receiving teams.
  • Demonstrate strong judgment when balancing multiple priorities, customer needs, and operational demands.
Qualifications

Knowledge, Skills & Abilities
  • Excellent verbal and written communication skills, with the ability to manage difficult or demanding customer situations professionally.
  • Proficiency with Microsoft Office Suite and ERP/CRM systems.
  • Strong attention to detail with exceptional organizational, time management, and problem-solving abilities.
  • Ability to work independently while also collaborating effectively with cross-functional teams.
Experience
  • 3-5 years of experience in customer service.
  • Technical or semiconductor industry experience strongly preferred.
Education
  • High School Diploma, GED, or equivalent work experience.


As a condition of your employment, you may be required to apply for and maintain a U.S. Department of Defense (DoD) Secret Security Clearance or other government-issued security credential, as determined by the Company.

Equal Opportunity Statement: We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. We are committed to providing reasonable accommodation for team members' disabilities and religious beliefs or practices.

Agency Notice: Photronics does not accept unsolicited resumes or outreach from search firms or employment agencies. Please, no phone calls or emails to any employee regarding this opening. Resumes submitted outside of our approved agency engagement process will be considered the sole property of Photronics, and no fees will be paid if such candidates are hired. Only agencies with a valid agreement in place with Photronics and assigned to this role may submit candidates.

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