Manager, Field Services

Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; metal interconnect composition; factory analytics; and lithography for advanced semiconductor packaging. Our breadth of offerings across the entire semiconductor value chain helps our customers solve their most difficult yield, device performance, quality, and reliability issues. Onto Innovation strives to optimize customers critical path of progress by making them smarter, faster and more efficient. Job Summary & Responsibilities Drives and improves customer satisfaction and future revenue. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Directs the coordination of Service and Applications support activities including Installation, Warranty, contract, technical resources management and advance application engagement. Resolve unusually complex technical issues utilizing systematic troubleshooting methodology generally involving multiple processes. Create a mechanism to communicate issues, track progress and pull resources from multiple business units and/or functions. Communicates learnings to rest-of-world to strengthen Onto Innovation products and processes. Provides Strategic leadership and direction for the delivery of pre-and post-sales support to TSMC. Liaises between TSMC and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Identify potential system improvements and enhancements to achieve customer objectives. Check out and approves operation quality of system equipment. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs. Responsible for teams skill level development including training and cross training to meet customer support needs. Qualifications > 5 years of experience in service /apps supporting TSMC with strong customer service skills BS in Electronics, Systems Engineering, Materials Science, Optics, Physics, Chemistry, Electrical Engineering. Metrology and/or Inspection tool experience, operation or technical or application or service support, at tool vendors or customers. Strong project management and organizational skills. Demonstrated ability to assign priorities in a fast-paced and changing environment. Ability to effectively interface with different groups in the company and work collaboratively to achieve company goals. Track record of mentoring peers or subordinates for personal and professional growth. Strong business acumen Analytical and problem-solving skills Ability to think strategically and tactically (detail-oriented) Excellent written and oral communication and presentation skills with the ability to speak and communicate effectively with both senior management and front-line staff personnel. Good command of spoken and written English and Chinese Why Join Onto Innovation? At Onto Innovation, we believe your work should matterand so should your well-being. Thats why we offer competitive salaries and a comprehensive benefits package designed to support you and your family. From health, dental, and vision coverage to life and disability insurance, PTO, and a 401(k) with employer match, weve got you covered. Youll also enjoy access to our Employee Stock Purchase Program (ESPP), wellness initiatives, and cutting-edge toolsall within a collaborative, inclusive culture where your contributions are valued and recognized. Compensation & Growth Base Salary Range: $120,000.00 - $180,000.00, offered in good faith and based on experience, location, and qualifications. Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success. Empowering Every Voice to Shape the Future: Onto Innovation is committed to creating a workplace where every qualified candidate has an equal opportunity to succeed. We evaluate applicants based on skills, experience, and potential - without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe diversity of thought and background drives innovation and strengthens our team. Important Note on Export Compliance For certain positions requiring access to technical data, U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected persons under 8 U.S.C. 1324b(a)(3). Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; metal interconnect composition; factory analytics; and lithography for advanced semiconductor packaging. Our breadth of offerings across the entire semiconductor value chain help our customers solve their most difficult yield, device performance, quality, and reliability issues. Onto Innovation strives to optimize customers critical path of progress by making them smarter, faster and more efficient. Headquartered in Wilmington, Massachusetts, Onto Innovation supports customers with a worldwide sales and service organization. Additional information can be found at http://www.ontoinnovation.com.