Manager, Field Services

Onto Innovation; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company in process control, Onto Innovation, is seeking a Technical Support Specialist to enhance customer satisfaction for TSMC. This role involves managing customer retention, resolving complex technical issues, and coordinating support activities while promoting a collaborative work environment.

Benefits

Competitive salaries

Comprehensive benefits

Collaborative work environment

Qualifications

• Over 5 years of experience in service/apps supporting TSMC.
• Experience mentoring peers or subordinates.
• Excellent communication and presentation skills in English and Chinese.

Responsibilities

• Drive and improve customer satisfaction and future revenue.
• Coordinate service and applications support activities.
• Liaise between TSMC and other departments to resolve inquiries.

Skills

Customer service

Project management

Problem-solving

Analytical skills

Communication skills

Collaboration

Education

Bachelor's degree in Electronics, Systems Engineering, Materials Science, Optics, Physics, Chemistry, or Electrical Engineering

Tools

Metrology tools

Inspection tools

Job description

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; metal interconnect composition; 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.

Job Summary & Responsibilities

1. Drive and improve customer satisfaction and future revenue.
2. Manage all facets of customer retention (CRM), including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
3. Coordinate Service and Applications support activities, including Installation, Warranty, contract management, technical resources management, and advanced application engagement.
4. Resolve complex technical issues using systematic troubleshooting, involving multiple processes. Create mechanisms to communicate issues, track progress, and coordinate resources from multiple business units. Share learnings to strengthen products and processes.
5. Provide strategic leadership and direction for pre- and post-sales support to TSMC.
6. Liaise between TSMC and manufacturing, sales, field service, order processing, and accounting to resolve inquiries related to status, production, delivery, and billing.
7. Identify potential system improvements to meet customer objectives.
8. Oversee and approve the operational quality of system equipment.
9. Develop and manage return materials authorization (RMA) processes for customer returns, exchanges, service, and repairs.
10. Develop and enhance team skills through training and cross-training to meet support needs.

Qualifications

1. Over 5 years of experience in service/apps supporting TSMC with strong customer service skills.
2. Bachelor's degree in Electronics, Systems Engineering, Materials Science, Optics, Physics, Chemistry, or Electrical Engineering.
3. Experience with metrology and/or inspection tools, including operation, technical support, application, or service support, at tool vendors or customers.
4. Strong project management and organizational skills.
5. Ability to prioritize in a fast-paced, changing environment.
6. Effective interfacing and collaboration skills across different groups.
7. Experience mentoring peers or subordinates.
8. Strong business acumen, analytical, and problem-solving skills.
9. Strategic and tactical thinking, with attention to detail.
10. Excellent communication and presentation skills in English and Chinese.

Onto Innovation Inc. offers competitive salaries, comprehensive benefits, and a collaborative, inclusive work environment that recognizes contributions and promotes success. We are an Equal Opportunity Employer. Applicants may need to undergo export licensing review, depending on the position and their citizenship status.