Position SummaryOnto Innovation is seeking a highly motivated Northwest Regional Service Manager to lead field service operations and customer support activities across the Northwestern United States. This role is responsible for driving customer satisfaction, operational excellence, employee development, and business performance while supporting Onto Innovation's advanced semiconductor metrology and inspection solutions.
The Northwest Regional Service Manager will lead a team of Field Service Engineers and Site Leads, partnering closely with customers, internal stakeholders, and senior leadership to ensure exceptional service delivery. This position requires a balance of technical understanding, people leadership, strategic thinking, and operational discipline to support customer success and business growth.
Essential Duties and ResponsibilitiesLeadership and Team Development- Lead, coach, and develop a geographically dispersed team of Field Service Engineers and Site Leads.
- Foster a culture of safety, accountability, collaboration, customer focus, and continuous improvement.
- Conduct performance reviews, career development discussions, succession planning, and employee coaching.
- Support recruiting, hiring, onboarding, and retention efforts to ensure organizational readiness and growth.
- Promote employee engagement and professional development through regular communication, mentorship, and recognition.
Customer Relationship Management- Serve as the primary regional escalation point for customer service and operational issues.
- Establish and maintain strong relationships with customer management, engineering, operations, and executive stakeholders.
- Lead customer reviews, operational reviews, and quarterly business reviews as required.
- Partner with customers to improve equipment performance, service delivery, and operational outcomes.
- Ensure customer expectations and contractual commitments are consistently achieved.
Service Operations Management- Manage day-to-day service operations across the region, ensuring effective utilization of personnel and resources.
- Monitor key performance indicators, including response time, equipment uptime, cycle time, service quality, and customer satisfaction.
- Coordinate resource planning and staffing to support customer requirements and business objectives.
- Drive timely resolution of escalated technical and operational issues.
- Ensure compliance with company policies, safety requirements, quality standards, and customer procedures.
Technical and Business Leadership- Maintain a working knowledge of Onto Innovation products, applications, and customer manufacturing environments.
- Collaborate with Engineering, Product Management, Manufacturing, Applications, and Global Support teams to resolve customer issues and improve product performance.
- Support major installations, upgrades, recoveries, and customer escalations when required.
- Champion root cause analysis, corrective actions, and continuous improvement initiatives.
- Participate in workforce planning, budgeting, forecasting, and regional business reviews.
Operational Excellence- Identify opportunities to improve service efficiency, productivity, quality, and customer satisfaction.
- Use data and performance metrics to drive fact-based decision-making.
- Implement best practices and standardized processes across the regional organization.
- Promote knowledge sharing and continuous learning across service teams.
- Drive accountability for achieving operational and business objectives.
Key CompetenciesLeadership: Builds high-performing teams through coaching, accountability, empowerment, and employee development.
Customer Focus: Develops trusted customer relationships and consistently delivers exceptional service experiences.
Business Acumen: Understands operational drivers, workforce planning, resource management, and business objectives.
Strategic Thinking: Balances immediate service needs with long-term customer and organizational priorities.
Communication: Effectively communicates with employees, customers, peers, and senior leadership.
Collaboration: Works effectively across functions to solve problems and achieve business goals.
Problem Solving: Uses analytical and structured approaches to resolve complex technical and operational challenges.
Adaptability: Successfully manages changing priorities in a dynamic, customer-focused environment.
Working Conditions- Ability to work in semiconductor manufacturing environments, including cleanrooms.
- Ability to perform job duties in accordance with company safety guidelines and customer site requirements.
- Ability to obtain and maintain customer site access requirements.
Travel Requirements- Travel up to 25% within the Northwest region and to other customer locations as business needs require.
QualificationsRequired QualificationsEducation and ExperienceCandidates may qualify through one of the following pathways:
- Bachelor's degree in Engineering, Engineering Technology, Electronics, Physics, Business Management, or a related field; or
- Associate degree in a technical discipline with 5+ years of semiconductor equipment service, manufacturing, military technical, or related technical operations experience; or
- High school diploma or GED with 8+ years of progressively responsible semiconductor equipment service, manufacturing, military technical, or related technical operations experience, including demonstrated leadership responsibility.
Required Experience- 4+ years of experience supporting semiconductor capital equipment, advanced manufacturing equipment, or related technical systems.
- 2+ years of demonstrated leadership experience through team leadership, mentoring others, project or site leadership, cross-functional coordination, or equivalent responsibility; direct people management experience is preferred but not required.
- Experience working directly with customers in a technical service or operations environment.
- Demonstrated ability to manage priorities, resolve escalations, and coordinate resources in a fast-paced environment.
- Strong communication, organizational, problem-solving, and decision-making skills.
- Proficiency with Microsoft Office applications and service management tools.
Preferred Qualifications- Previous experience as a Site Lead, Team Lead, Supervisor, Service Manager, Operations Manager, or equivalent leadership role.
- Experience supporting semiconductor metrology, inspection, process control, lithography, or related capital equipment.
- Experience leading geographically dispersed teams.
- Working knowledge of operational metrics, workforce planning, financial planning, and continuous improvement methodologies.
- Experience conducting customer business reviews and managing senior-level customer relationships.
Compensation & Growth• Base Salary Range:
$133,600.00 - $200,400.00, 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.
