Manager, Technical Support Engineering

Job Title

Manager, Technical Support Engineering

Role Summary

The Regional Technical Support Manager leads technical support strategy and execution for Onto Innovation's semiconductor capital equipment within a defined region, owning escalation resolution, proactive service planning, and cross-functional coordination with engineering, product management, and field service.

This role drives customer satisfaction and service profitability by managing escalations, improving processes, and developing a high-performing regional support team.

Experience Level

Senior-level. Requires 8+ years in semiconductor capital equipment or related high-tech industry and 3+ years in a leadership or managerial role.

Responsibilities

Manage regional technical support operations, lead escalations, and develop the team's technical and application expertise.

• Serve as primary technical escalation point for regional field service teams and coordinate complex issue resolution with BU Technical Support, Engineering, and Product teams.
• Lead root cause analysis (RCA) and corrective action implementation; close escalations with documented 8D reports.
• Develop and mentor regional product support engineers; deliver regular technical and application training to reach required competency levels.
• Support new product introductions through training, documentation, and pilot deployment support (JEP, Alpha, Beta).
• Analyze field data to identify trends and drive product/process improvements; maintain knowledge base and service documentation.
• Ensure process compliance and timely customer communications for escalations and resolutions.
• Engage with customers alongside regional service leadership and provide feedback to R&D and product management on product performance and reliability.

Requirements

Must-have technical leadership, domain knowledge, and field-service experience; includes travel and communication requirements.

• Minimum 8 years in semiconductor capital equipment or related high-tech industry.
• Minimum 3 years in a leadership or managerial role within technical support or field service.
• Strong technical knowledge of semiconductor process equipment (etch, deposition, lithography, inspection, metrology).
• Proven problem-solving and analytical skills; experience leading RCA and corrective actions.
• Experience with data analysis tools and CRM/service management systems.
• Effective verbal and written communication and interpersonal skills for customer engagement and cross-functional collaboration.
• Willingness to travel regionally and internationally (up to 30%).
• Fluency in English.
• Nice-to-have: experience supporting NPI, EOL strategies, and service profitability initiatives.

Education Requirements

Bachelor's or Master’s degree in Electrical Engineering, Mechanical Engineering, Physics, or a related technical field.

About the Company

Company: Onto Innovation

Headquarters: Wilmington, MA, United States

Onto Innovation develops process-control solutions for the semiconductor industry, offering optical inspection, 3D metrology, defect inspection, composition analysis, factory analytics, and lithography technologies to improve yield, performance, and reliability across the semiconductor value chain.