Head Of Field Service

Onto Innovation Job Opportunity
Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; factory analytics; and lithography for advanced semiconductor packaging. Our breadth of offerings across the entire semiconductor value chain helps our customers solve their most difficult yield, device performance, quality, and reliability issues. Onto Innovation strives to optimize customers' critical path of progress by making them smarter, faster and more efficient.
Drives and improves customer satisfaction and future revenue.
Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Directs the coordination of Service and Applications support activities including Installation, Warranty, contract, technical resources management and advance application engagement.
Create a mechanism to communicate issues, track progress and pull resources from multiple business units and/or functions. Provides strategic leadership and direction for the delivery of pre-and post-sales support to TSMC.
Liaises between TSMC and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Identify potential system improvements and enhancements to achieve customer objectives.
Check out and approves operation quality of system equipment.
Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs.
Responsible for team's skill level development including training and cross training to meet customer support needs.
5 years of experience in service/apps supporting TSMC with strong customer service skills

• BS in Electronics, Systems Engineering, Materials Science, Optics, Physics, Chemistry, Electrical Engineering.
• Metrology and/or Inspection tool experience, operation or technical or application or service support, at tool vendors or customers.
• Strong project management and organizational skills.
• Track record of mentoring peers or subordinates for personal and professional growth.
• Excellent written and oral communication and presentation skills with the ability to speak and communicate effectively with both senior management and front-line staff personnel.
• Good command of spoken and written English and Chinese

That's why we offer competitive salaries and a comprehensive benefits package designed to support you and your family. From health, dental, and vision coverage to life and disability insurance, PTO, and a 401(k) with employer match, we've got you covered. You'll also enjoy access to our Employee Stock Purchase Program (ESPP), wellness initiatives, and cutting-edge tools—all within a collaborative, inclusive culture where your contributions are valued and recognized.
Annual bonus opportunities and potential long-term incentives tied to both company and individual success.

We evaluate applicants based on skills, experience, and potential - without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe diversity of thought and background drives innovation and strengthens our team.
For certain positions requiring access to technical data, U.Citizens, Permanent Residents, or other protected persons under 8 U.