Drive resolution of complex technical issues in collaboration with BU Technical Support Team, Engineering, and Product Teams.
Drive process compliance
Ensure timely communication and updates to customers regarding escalations and resolutions.
Team Management & Development
Lead and mentor a team of regional product support engineers.
Develop team knowledge at Level 4 for assigned products
Develop applications knowledge in the technical support team
Conduct regular training sessions to enhance technical capabilities and product knowledge.
Monitor team performance and implement improvement plans as needed.
Product Lifecycle Support
Provide feedback to R&D and product management on product performance, reliability, and customer feedback via 8D reports at escalation closure.
Support new product introductions (NPI) through training, documentation, and pilot deployments (JEP, Alpha & Beta Support).
Manage TPS end-of-life (EOL) support strategies.
Process & Quality Improvement
Analyze field data to identify trends, recurring issues, and opportunities for product or process improvements.
Lead root cause analysis (RCA) and corrective action implementation for all escalations.
Develop and maintain knowledge base articles and service documentation.
Cross-Functional Collaboration
Collaborate with the BU Technical Support Team, Engineering, and Product Teams to resolve complex technical issues.
Engage in customer meetings alongside regional service leadership.
Qualifications
Education
Bachelor’s or Master’s degree in Electrical Engineering, Mechanical Engineering, Physics, or related technical field.
Experience
8+ years of experience in semiconductor capital equipment or related high-tech industry.
3+ years in a leadership or managerial role within technical support or field service.
Skills
Strong technical knowledge of semiconductor process equipment (e.g., etch, deposition, lithography, inspection, metrology).
Excellent problem-solving and analytical skills.
Effective communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in data analysis tools and CRM/service management systems.
Other Requirements
Willingness to travel regionally and internationally (up to 30%).
Fluency in English
Onto Innovation Inc. offers competitive salaries and a generous benefits package, including health/dental/vision/life/disability, PTO, 401K plan with employer match, and an Employee Stock Purchase Program (ESPP) along with health & wellness initiatives. We provide a collaborative working environment along with resources, and state-of-the-art tools & equipment to promote success; and a welcoming, inclusive corporate culture where individuals are recognized for their contributions.
Onto Innovation Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
For positions requiring access to technical data, Onto Innovation Inc., Inc. may have to obtain export licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls. As such, applicants for this position – except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) – may have to go through an export licensing review process.
