Technical Support Engineer 3

Onto Innovation•Wilmington, MA

About The Position

The Technical Product Support Engineer is a member of an expert team that delivers technical support to internal and external customers. The role requires a deep understanding of Onto Innovation’s semiconductor products, tools, and platforms, as well as the ability to clearly communicate support decisions, findings, and field service plans of action. The engineer provides expert hardware support for the installed base through escalations, remotely and at customer sites. The role also improves support for existing products through documentation updates and feedback about field-discovered quality issues to design engineers. The engineer trains Field Service Engineers, contributes field service input to new product development through design reviews and testing, and supports documentation development and qualification criteria during new product introduction. Occasional field service work is also required. The position requires domestic and international travel (40%), the ability to remain stationary for lengthy periods, and frequent movement into serviceable areas in a cleanroom. It also involves frequently moving components or diagnostic equipment weighing up to 50 pounds in a cleanroom environment.

Requirements

Minimum 5 years of experience in Field Support Service.
Bachelor of Science degree in an electronics discipline or equivalent military experience in a technical field.
Proficiency with Microsoft Office products.
Familiarity with PCs and a strong troubleshooting background.
Ability to travel domestically and internationally and possess a current visa or entry permission.
Ability to travel 40% of the time.
Outstanding verbal and written communication skills.
Ability to remain in a stationary position for lengthy periods.
Ability to frequently position oneself to access serviceable areas in a cleanroom environment.
Ability to frequently move components or diagnostic equipment weighing up to 50 pounds in a cleanroom environment.

Responsibilities

Provide expert hardware support for Onto Innovation tools through the escalation process, remotely or at customer sites.
Develop and communicate plans of action and results to internal and external customers.
Improve support for existing products through documentation revision and development, and communicate field-discovered quality issues to design engineers.
Provide on-the-job training to Field Service Engineers.
Provide Field Service input to New Product Development through design reviews and testing.
Support documentation development and qualification criteria during New Product Introduction.
Occasionally support field service activities in a Field Service Engineer capacity.