Manager, Field Services - Onto Innovation : Job Details

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 team's 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 ChineseOnto 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.