Onto Innovation is seeking a Regional Technical Support Manager to lead the strategy and execution of technical support for its semiconductor capital equipment portfolio within a designated region. Based in Wilmington, MA (onsite), this role focuses on customer satisfaction through escalation ownership, proactive service planning, and close collaboration across technical and product teams.
As the primary point of escalation for regional field service, you will drive resolution of complex technical issues, strengthen support processes, and build both product and applications knowledge within your team. You will also use field insights to influence R&D and product management through structured problem-solving, including 8D reporting and root cause analysis.
Key Responsibilities
- Serve as the primary technical escalation point for regional field service teams.
- Coordinate resolution of complex technical issues with the BU Technical Support Team, Engineering, and Product Teams.
- Drive process compliance across technical support activities.
- Ensure timely customer communication with updates on escalations and resolutions.
- Lead and mentor a team of regional product support engineers.
- Develop team capability to Level 4 for assigned products, and grow applications knowledge within the technical support team.
- Conduct regular training sessions to improve technical capabilities and product knowledge.
- Monitor team performance and implement improvement plans as needed.
- Provide feedback to R&D and product management on product performance, reliability, and customer feedback using 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.
- Analyze field data to identify trends, recurring issues, and opportunities for product or process improvements.
- Lead root cause analysis (RCA) and implement corrective actions for all escalations.
- Develop and maintain knowledge base articles and service documentation.
- Collaborate with the BU Technical Support Team, Engineering, and Product Teams to resolve complex technical issues.
- Participate in customer meetings alongside regional service leadership.
Required Qualifications
- Bachelor’s or Master’s degree in Electrical Engineering, Mechanical Engineering, Physics, or a related technical field.
- 8+ years of experience in semiconductor capital equipment or a related high-tech industry.
- 3+ years in a leadership or managerial role within technical support or field service.
- Strong technical knowledge of semiconductor process equipment, including etch, deposition, lithography, inspection, and 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.
- Willingness to travel regionally and internationally (up to 30%).
- Fluency in English.
Tools & Technologies
- CRM and service management systems
- Data analysis tools
- 8D reports
- Root cause analysis (RCA)
- JEP, Alpha & Beta Support
Compensation & Growth
Base Salary Range: USD 2,162,734 - 3,244,101 per year. 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.
Benefits
- Competitive salaries
- Comprehensive benefits package including health, dental, and vision coverage
- Life and disability insurance
- PTO
- 401(k) with employer match
- Employee Stock Purchase Program (ESPP)
- Wellness initiatives
- Access to cutting-edge tools
- Collaborative, inclusive culture
