Field Services Manager

Onto Innovation

Manager, Field Services improving customer satisfaction and driving revenue at Onto Innovation. Overseeing customer retention strategies and leading support for TSMC.

Posted 6/24/2026full-timeRemote • Arizona • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $180,000 per yearWebsite

About the role

Key responsibilities & impact

Drives and improves customer satisfaction and future revenue
Manages all facets of customer retention (CRM) including 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
Resolve unusually complex technical issues utilizing systematic troubleshooting methodology generally involving multiple processes
Create a mechanism to communicate issues, track progress and pull resources from multiple business units and/or functions
Communicates learnings to rest-of-world to strengthen Onto Innovation products and processes
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

Requirements

What you’ll need

> 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
Ability to effectively interface with different groups in the company and work collaboratively to achieve company goals
Track record of mentoring peers or subordinates for personal and professional growth
Strong business acumen
Analytical and problem-solving skills
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.

Benefits

Comp & perks

Health, dental, and vision coverage
Life and disability insurance
PTO
401(k) with employer match
Employee Stock Purchase Program (ESPP)
Wellness initiatives
Collaborative, inclusive culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retentionsystematic troubleshootingreturn materials authorization (RMA)metrologyinspection toolsproject managementtechnical supportapplication supportservice supportcross training

Soft Skills

customer serviceorganizational skillscollaborationmentoringbusiness acumenanalytical skillsproblem-solvingcommunication skillspresentation skillsleadership

Certifications

BS in ElectronicsBS in Systems EngineeringBS in Materials ScienceBS in OpticsBS in PhysicsBS in ChemistryBS in Electrical Engineering