Manager, Technical Support Engineering

Onto Innovation•Wilmington, MA

6d•$115,200 - $172,800

About The Position

The Regional Technical Support Manager leads the strategy and execution of technical support for Onto Innovation’s semiconductor capital equipment portfolio within a designated region. The role supports customer satisfaction through effective issue resolution, proactive service planning, and collaboration with engineering, product management, and field service teams. It also influences customer satisfaction and service profitability. The manager serves as the primary technical escalation point for regional field service teams, leads and develops regional product support engineers, supports product lifecycle activities, and drives process and quality improvements. The role also works with cross-functional teams and participates in customer meetings alongside regional service leadership. Regional and international travel of up to 30% is required.

Requirements

Bachelor’s or Master’s degree in Electrical Engineering, Mechanical Engineering, Physics, or a related technical field.
At least 8 years of experience in semiconductor capital equipment or a related high-tech industry.
At least 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, or metrology.
Excellent problem-solving and analytical skills.
Effective communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with data analysis tools and CRM or service management systems.
Willingness to travel regionally and internationally up to 30%.
Fluency in English.

Responsibilities

Serve as the primary technical escalation point for regional field service teams.
Drive resolution of complex technical issues with the BU Technical Support Team, Engineering, and Product Teams.
Drive process compliance and ensure customers receive timely escalation and resolution updates.
Lead and mentor a team of regional product support engineers.
Develop team knowledge to Level 4 for assigned products and build applications knowledge within the technical support team.
Conduct training sessions to enhance technical capabilities and product knowledge.
Monitor team performance and implement improvement plans as needed.
Provide feedback to R&D and product management about product performance, reliability, and customer feedback through 8D reports at escalation closure.
Support new product introductions through training, documentation, and pilot deployments, including JEP, Alpha, and Beta Support.
Manage TPS end-of-life support strategies.
Analyze field data to identify trends, recurring issues, and opportunities for product or process improvements.
Lead root cause analysis and corrective action implementation for 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.
Engage in customer meetings alongside regional service leadership.