Senior Manager, Field Services

Onto Innovation•Hillsboro, OR

23h•Onsite

About The Position

Onto Innovation is seeking a highly motivated Northwest Regional Service Manager to lead field service operations and customer support activities across the Northwestern United States. This role is responsible for driving customer satisfaction, operational excellence, employee development, and business performance while supporting Onto Innovation's advanced semiconductor metrology and inspection solutions. The Northwest Regional Service Manager will lead a team of Field Service Engineers and Site Leads, partnering closely with customers, internal stakeholders, and senior leadership to ensure exceptional service delivery. This position requires a balance of technical understanding, people leadership, strategic thinking, and operational discipline to support customer success and business growth.

Requirements

Bachelor’s degree in Engineering, Engineering Technology, Electronics, Physics, Business Management, or a related field; or Associate degree in a technical discipline with 5+ years of semiconductor equipment service, manufacturing, military technical, or related technical operations experience; or High school diploma or GED with 8+ years of progressively responsible semiconductor equipment service, manufacturing, military technical, or related technical operations experience, including demonstrated leadership responsibility.
4+ years of experience supporting semiconductor capital equipment, advanced manufacturing equipment, or related technical systems.
2+ years of demonstrated leadership experience through team leadership, mentoring others, project or site leadership, cross-functional coordination, or equivalent responsibility; direct people management experience is preferred but not required.
Experience working directly with customers in a technical service or operations environment.
Demonstrated ability to manage priorities, resolve escalations, and coordinate resources in a fast-paced environment.
Strong communication, organizational, problem-solving, and decision-making skills.
Proficiency with Microsoft Office applications and service management tools.

Nice To Haves

Previous experience as a Site Lead, Team Lead, Supervisor, Service Manager, Operations Manager, or equivalent leadership role.
Experience supporting semiconductor metrology, inspection, process control, lithography, or related capital equipment.
Experience leading geographically dispersed teams.
Working knowledge of operational metrics, workforce planning, financial planning, and continuous improvement methodologies.
Experience conducting customer business reviews and managing senior-level customer relationships.

Responsibilities

Lead, coach, and develop a geographically dispersed team of Field Service Engineers and Site Leads.
Foster a culture of safety, accountability, collaboration, customer focus, and continuous improvement.
Conduct performance reviews, career development discussions, succession planning, and employee coaching.
Support recruiting, hiring, onboarding, and retention efforts to ensure organizational readiness and growth.
Promote employee engagement and professional development through regular communication, mentorship, and recognition.
Serve as the primary regional escalation point for customer service and operational issues.
Establish and maintain strong relationships with customer management, engineering, operations, and executive stakeholders.
Lead customer reviews, operational reviews, and quarterly business reviews as required.
Partner with customers to improve equipment performance, service delivery, and operational outcomes.
Ensure customer expectations and contractual commitments are consistently achieved.
Manage day-to-day service operations across the region, ensuring effective utilization of personnel and resources.
Monitor key performance indicators, including response time, equipment uptime, cycle time, service quality, and customer satisfaction.
Coordinate resource planning and staffing to support customer requirements and business objectives.
Drive timely resolution of escalated technical and operational issues.
Ensure compliance with company policies, safety requirements, quality standards, and customer procedures.
Maintain a working knowledge of Onto Innovation products, applications, and customer manufacturing environments.
Collaborate with Engineering, Product Management, Manufacturing, Applications, and Global Support teams to resolve customer issues and improve product performance.
Support major installations, upgrades, recoveries, and customer escalations when required.
Champion root cause analysis, corrective actions, and continuous improvement initiatives.
Participate in workforce planning, budgeting, forecasting, and regional business reviews.
Identify opportunities to improve service efficiency, productivity, quality, and customer satisfaction.
Use data and performance metrics to drive fact-based decision-making.
Implement best practices and standardized processes across the regional organization.
Promote knowledge sharing and continuous learning across service teams.
Drive accountability for achieving operational and business objectives.