Solutions Analyst II

Job Summary

Amtech's Professional Services team plays a key role representing Customer Operations in our sales opportunities, scoping and estimating all customer engagements.

Solutions Analysts process requests directly from customers, or from internal sources such as Amtech's Sales, Support or Customer Success teams by analyzing the requests, calculating service hours estimates, producing Statements of Work (of various types) and sending proposals and quotes to customers (when necessary). All members of the Professional Services team are expected to contribute towards the achievement of the team's goals and the maintenance of KPIs.

In this specific role, the Solution Analyst will be expected to support the Professional Services team, working closely with the larger services organization, and liaising between Customer Operations, Sales, Product, and Development teams, as well as our customers.

Key Responsibilities

• Monitor and review the case or task lists for new requests, processing all new requests and updating cases/tasks on a regular and consistent basis.
• Work with internal team members to gather and document customer requirements, project scope, and effort estimates, escalating complex or ambiguous requirements for senior review.
• Create Service Request and Statement of Work documents using established templates, often with AI assistance, outlining project objectives, deliverables, out-of-scope items, and client dependencies for senior review before issue.
• Create Opportunity, Task, Quote and other items within Salesforce as required.
• Send proposals/quotes to customers via DocuSign.
• Help identify and document technical risks, operational assumptions, and mitigation strategies within the contract, under the guidance of senior team members.
• Process formal change requests (CRs), documenting the client's requested modifications and flagging potential budget or timeline impact for senior review.
• Process all requests within the timeframes defined by team goals, prioritizing urgent or time-sensitive items and proactively flagging any request at risk of missing its deadline.
• Coordinate ad hoc Professional Services and custom development requests submitted through Amtech Engage, including requirements review, internal evaluation, approval, contracting, and delivery tracking.
• Participate in internal reviews with product, finance, and delivery leadership, providing supporting documentation and data as needed.
• Maintain accurate records and produce periodic reports, as requested.

Skills & Qualifications

• Must be detail-oriented! Ability to create, check and verify spreadsheet calculations.
• Consistency in accurate note-taking and documentation of all cases so that all parties are kept informed of progress and complete history of each case.
• Able to recognize errors in complex documents – this will require the use of AI, but will also require verification of AI results.
• Strong communication skills and the ability to work proactively to communicate effectively and in a timely manner, with all stakeholders.
• Ability to work quickly and consistently.
• Demonstrated proficiency with AI concepts and tools, Microsoft Office and Salesforce.
• Excellent organization, time management, and presentation skills.
• Able to multi-task the activities with shifting priorities.