Job Summary & ResponsibilitiesThe 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 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.
QualificationsEducation:- 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
Compensation & Growth• Base Salary Range:
$2,162,734.00 - $3,244,101.00, 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).
