Sr. Director Customer Support

1 week ago

Milpitas, United States Onto Full time
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

  • Manage and lead installations and escalations across Onto products, interfacing internally and with customers.
  • Hold meetings with customers to understand key issues and present path to resolution along with driving organizational improvements with customer success as goal.
  • Successfully lead multiple teams of technical product support and exceed/meet TPS organization Key Performance Indices.
  • Collaborate with tech support teams, engineering and field teams to define improvement plans to reduce time to escalation closure.
  • Successfully lead install teams and exceed/meet installation Key Performance Indices.
  • Collaborate with engineering and field teams to define improvement plans to reduce time to product acceptance.
  • Maintain strong knowledge of the company's products and services and all industry standards and practices.

Qualifications
  • BS or MS Degree in a science or engineering discipline
  • A minimum of 15 years of semiconductor industry experience related to complex equipment.
  • A proven track record of establishing strong customer relationships with consistent customer front experience.
  • Experience in leading and working with cross-functional teams, holding different groups accountable and escalating appropriately.
  • Experience in leading people and teams establishing processes, procedures, metrics.
  • Strong written and verbal communication skills.
  • Ability to lead people across diverse and cultural backgrounds.
  • Able to travel up to 50% of time as when required

Onto Innovation Inc. offers competitive salaries and a generous benefits package, including health/dental/vision/life/disability, PTO, 401K plan with employer match, and an Employee Stock Ownership Program (ESOP) along with health & wellness initiatives. We provide a collaborative working environment along with resources, and state-of-the-art tools & equipment to promote success; and a welcoming, inclusive corporate culture where individuals are recognized for their contributions.

Onto Innovation Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

For positions requiring access to technical data, Onto Innovation Inc., Inc. may have to obtain export licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls. As such, applicants for this position - except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) - may have to go through an export licensing review process.

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