Manager, Technical Support Engineering

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

The Regional Technical Support Manager (RTSM) leads the strategy and execution of technical support for ONTO Innovation’s semiconductor capital equipment portfolio within a designated region. This role ensures customer satisfaction by effective issue resolution, planning proactive services, and cross-functional collaboration with engineering, product management, and field service teams. The RTSM directly influences customer satisfaction and service profitability (gross margins). The ideal candidate is a highly motivated and creative individual eager to contribute to Onto Innovation’s success.

Key Responsibilities

• Customer Support Leadership : Primary technical escalation point for regional field service teams.Drive resolution of complex technical issues in collaboration with BU Technical Support Team, Engineering, and Product Teams.Drive process complianceEnsure 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 productsDevelop applications knowledge in the technical support teamConduct 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 :

Experience :

Skills :

Other Requirements :

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.

Benefits

Onto Innovation believes that our employees are our most important assets., For this reason, we offer a comprehensive benefits and rewards programs to help protect your welfare and financial security., Physical HealthOnto Innovation provides comprehensive health benefits to support you and your family while also promoting wellness., Financial Health Onto Innovation makes it easy to save for retirement and provide a level of financial security as you and your family look to the future. We offer retirement savings and employee stock purchase to help you ensure your financial security., Wellbeing Health We provide generous time-off benefits that acknowledge the family needs and lifestyle of our diverse workforce., Career Growth At Onto Innovation, we believe our success as a business is dependent upon the skills, knowledge, talents, energy and dedication of our employees. We take pride in providing a work environment that encourages you to develop professionally. We offer a host of opportunities to help you learn, develop, and become Onto Innovation ambassadors and our best recruiters!, Community Connections Onto Innovation understands we all benefit from a healthy community. Whether through our Employee Giving Matching Program or site-specific programs for local communities, we encourage you to be an active participant in your home community., Check us out on our socials Begin your journey with Onto Innovation by staying up to date with our latest news, events, stories and more.,