Technical Support Engineer 3

Onto Innovation•Wilmington, MA

1d•$83,360 - $125,040

About The Position

The Technical Product Support Engineer is a key 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 successful candidate is motivated and creative, and contributes to the company’s success. The engineer provides expert hardware support for the installed base through escalations, remotely or at customer sites. They help improve support for existing products, provide field service input to new product development, and support documentation and qualification criteria during new product introduction. The role includes occasional field service work and requires 40% domestic and international travel. The work may involve lengthy periods in a stationary position, accessing serviceable areas in a cleanroom, and frequently moving components or diagnostic equipment weighing up to 50 pounds in a cleanroom environment.

Requirements

Proficiency with Microsoft Office products.
Familiarity with PCs and a strong troubleshooting background.
Ability to travel domestically and internationally and have a current visa or entry permission.
Ability to travel 40%.
At least 5 years of experience in Field Support Service.
A bachelor's degree in an electronics discipline or equivalent military experience in a technical field.
Outstanding verbal and written communication skills.
Ability to remain stationary for lengthy periods.
Ability to 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-level hardware support for Onto Innovation tools in the installed base through the escalation process, remotely or at customer sites.
Develop and communicate plans of action and results to internal and external customers.
Improve support structures for existing products through documentation revisions and development, and relay 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.