Customer Support Technician

Photronics • Allen, TX

3d • Onsite

About The Position

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

Requirements

• 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.
• 3-5 years of experience in customer service.
• High School Diploma, GED, or equivalent work experience.

Nice To Haves

• Technical or semiconductor industry experience strongly preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees