Manager, Field Services

Job Title

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

• Drive and improve customer satisfaction, futures sales, and future service revenue
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to clients/customers
• Analyzes operational processes, develops customer service department procedures
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
• Reviews warranty claims
• Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved
• Serve as company liaison with customer on administrative and technical matters for assigned projects
• Identify potential system improvements and enhancements to achieve customer objectives
• Check out and approves operation quality of system equipment

Qualifications

• Good leadership and communication skills
• High sense of responsibility
• Ability to communicate effectively with customers
• 6+ years' service experience in the semiconductor related field
• Minimum BS in Electronics, Engineering or Electronics or Military equivalent

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. 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.