Onto Innovation offers a collaborative, inclusive culture and a comprehensive benefits package designed to support your wellbeing and long-term growth. As a Regional Technical Support Manager, you will help ensure customer satisfaction for Onto Innovation’s semiconductor capital equipment portfolio while working with teams across engineering and product to improve service outcomes.
What you’ll do
In this onsite role in Wilmington, MA, you will set the strategy and execution for technical support within a designated region. You will act as the primary technical escalation point for regional field service teams and partner closely with BU Technical Support, Engineering, and Product Teams to resolve complex issues.
- Lead resolution of complex technical problems through cross-functional collaboration.
- Ensure process compliance and timely customer communication during escalations and resolutions.
- Conduct root cause analysis (RCA) and drive corrective actions for escalations.
- Provide feedback to R&D and product management on product performance, reliability, and customer feedback using 8D reports at escalation closure.
- Analyze field data to identify trends, recurring issues, and opportunities for product or process improvement.
- Develop and maintain knowledge base articles and service documentation.
- Support new product introductions (NPI) via training, documentation, and pilot deployments (JEP, Alpha & Beta Support).
- Manage TPS end-of-life (EOL) support strategies.
- Engage in customer meetings alongside regional service leadership.
Team leadership and capability building
You will lead and mentor regional product support engineers and help grow technical readiness across the team. This includes building product knowledge to Level 4 for assigned products and strengthening applications knowledge within technical support.
- Lead and mentor a team of regional product support engineers.
- Drive ongoing training sessions to improve technical capabilities and product knowledge.
- Monitor team performance and implement improvement plans as needed.
Qualifications
- Bachelor’s or Master’s degree in Electrical Engineering, Mechanical Engineering, Physics, or related technical field.
- 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.
- Strong technical knowledge of semiconductor process equipment, such as 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 and technical focus
Work will involve CRM and service management systems, data analysis tools, 8D reports, root cause analysis (RCA), and NPI support initiatives including JEP, Alpha & Beta Support.
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 include annual bonus opportunities and potential long-term incentives tied to both company and individual success.
Benefits
- Competitive salaries
- Comprehensive benefits package
- 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
