📍 Job Overview

• Job Title: Manager, Technical Support Engineering
• Company: Onto Innovation
• Location: Hsinchu, Taiwan
• Job Type: Full-Time
• Category: Technical Support Management
• Date Posted: July 1, 2025
• Experience Level: 10+ years
• Remote Status: On-site

🚀 Role Summary

• Lead and manage regional technical support teams for Onto Innovation's semiconductor capital equipment portfolio
• Ensure customer satisfaction through effective issue resolution and proactive service strategies
• Collaborate cross-functionally with engineering, product management, and field service teams
• Influence customer satisfaction and service profitability through strategic decision-making

📝 Enhancement Note: This role requires a strong technical background in semiconductor capital equipment, combined with proven leadership and management skills to drive customer satisfaction and service profitability.

💻 Primary Responsibilities

• Customer Support Leadership:

  • Serve as the primary technical escalation point for regional field service teams
  • Drive resolution of complex technical issues in collaboration with cross-functional teams
  • Ensure timely communication and updates to customers regarding escalations and resolutions

• Team Management & Development:

  • Lead and mentor a team of regional product support engineers
  • Develop team knowledge and skills to Level 4 for assigned products
  • Conduct regular training sessions to enhance technical capabilities and product knowledge
  • Monitor team performance and implement improvement plans as needed

• Product Lifecycle Support:

  • Provide feedback to R&D and product management on product performance, reliability, and customer feedback
  • Support new product introductions (NPI) through training, documentation, and pilot deployments
  • Manage TPS end-of-life (EOL) support strategies

• Process & Quality Improvement:

  • Analyze field data to identify trends, recurring issues, and opportunities for product or process improvements
  • Lead root cause analysis (RCA) and corrective action implementation for all escalations
  • Develop and maintain knowledge base articles and service documentation

• Cross-Functional Collaboration:

  • Collaborate with cross-functional teams to resolve complex technical issues
  • Engage in customer meetings alongside regional service leadership

🎓 Skills & Qualifications

Education:

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

Experience:

• 8+ years of experience in the semiconductor capital equipment industry
• 3+ years in a leadership or managerial role within technical support or field service

Required Skills:

• Strong technical knowledge of semiconductor process equipment (e.g., etch, deposition, lithography, inspection, metrology)
• Excellent problem-solving and analytical skills
• Effective communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in data analysis tools and CRM/service management systems

Other Requirements:

• Willingness to travel regionally and internationally (up to 30%)
• Fluency in English

📊 Web Portfolio & Project Requirements

• Portfolio Essentials:

  • Demonstrate a strong track record of managing technical support teams in the semiconductor industry
  • Showcase successful issue resolution strategies and customer satisfaction improvements
  • Highlight cross-functional collaboration and process improvement initiatives

• Technical Documentation:

  • Prepare a comprehensive documentation of your technical support strategies, processes, and best practices
  • Include case studies of complex technical issues resolved, highlighting your problem-solving skills and team leadership

💵 Compensation & Benefits

Salary Range: Competitive salary package based on experience and qualifications

Benefits:

• Health, dental, vision, life, and disability insurance
• Paid Time Off (PTO)
• 401K plan with employer match
• Employee Stock Purchase Program (ESPP)
• Health & wellness initiatives

Working Hours: Full-time position with standard working hours and on-call rotations for 24/7 support

🎯 Team & Company Context

Company Culture:

• Industry: Semiconductor capital equipment manufacturing
• Company Size: Medium to large-sized organization with a global presence
• Founded: 1969 (as part of Veeco Instruments Inc., now Onto Innovation)

Team Structure:

• Regional technical support teams reporting to the Regional Technical Support Manager
• Cross-functional collaboration with engineering, product management, and field service teams

Development Methodology:

• Agile and customer-centric approach to technical support and service improvement
• Continuous process improvement and knowledge sharing across teams

Company Website: www.ontoinnovation.com

📝 Enhancement Note: Onto Innovation fosters a collaborative working environment with resources, state-of-the-art tools, and an inclusive corporate culture that values individual contributions.

📈 Career & Growth Analysis

Technical Support Management Career Level:

• This role is a senior-level position within the technical support management track, focusing on regional customer satisfaction and service profitability

Reporting Structure:

• Directly manage regional product support engineers
• Collaborate with cross-functional teams, including engineering, product management, and field service

Technical Impact:

• Influence customer satisfaction and service profitability through strategic decision-making and process improvement
• Contribute to the development of new products and features through customer feedback and technical support insights

Growth Opportunities:

• Career Progression: Advance to a regional director or global technical support management role
• Technical Skill Development: Expand knowledge in semiconductor capital equipment and process technologies
• Leadership Development: Enhance team management, mentoring, and cross-functional collaboration skills

📝 Enhancement Note: Career growth opportunities in this role may include advancing to regional or global technical support management positions, as well as developing expertise in emerging semiconductor technologies.

🌐 Work Environment

Office Type: On-site, with a collaborative and inclusive work environment

Office Location(s): Hsinchu, Taiwan, with regional travel requirements (up to 30%)

Workspace Context:

• Modern office facilities with state-of-the-art tools and equipment
• Collaborative workspaces that encourage cross-functional team interaction and knowledge sharing
• Access to training and development resources to promote success

Work Schedule: Full-time position with standard working hours and on-call rotations for 24/7 support

📝 Enhancement Note: The work environment at Onto Innovation is designed to promote collaboration, innovation, and continuous learning, with resources and tools tailored to support the success of technical support professionals.

📄 Application & Technical Interview Process

Interview Process:

• Technical Assessment: Demonstrate strong technical knowledge of semiconductor capital equipment and process technologies through case studies and problem-solving exercises
• Behavioral Questions: Discuss leadership, team management, and cross-functional collaboration skills through scenario-based questions
• Customer Focus: Showcase customer-centric mindset and commitment to customer satisfaction through real-life examples
• Final Evaluation: Assess cultural fit, strategic thinking, and overall alignment with Onto Innovation's mission and values

Portfolio Review Tips:

• Highlight successful issue resolution strategies and customer satisfaction improvements
• Include case studies demonstrating problem-solving skills, team leadership, and cross-functional collaboration
• Emphasize the impact of your technical support initiatives on customer satisfaction and service profitability

Technical Challenge Preparation:

• Brush up on semiconductor capital equipment and process technologies
• Prepare for case studies and problem-solving exercises focusing on issue resolution and process improvement
• Familiarize yourself with Onto Innovation's products, services, and customer base

ATS Keywords: Semiconductor capital equipment, technical support, issue resolution, process improvement, customer satisfaction, team management, cross-functional collaboration, leadership, problem-solving, data analysis, CRM, service management

📝 Enhancement Note: To optimize your application and interview preparation, focus on demonstrating your technical expertise, leadership skills, and commitment to customer satisfaction in the context of Onto Innovation's products, services, and company culture.

🛠 Technology Stack & Web Infrastructure

Semiconductor Capital Equipment Technologies:

• Etch, deposition, lithography, inspection, metrology
• Specific equipment and process technologies relevant to Onto Innovation's product portfolio

Data Analysis & CRM Tools:

• Data analysis tools (e.g., Excel, SQL, data visualization software)
• CRM and service management systems (e.g., Salesforce, ServiceNow, or similar platforms)

📝 Enhancement Note: Familiarize yourself with the specific semiconductor capital equipment technologies and data analysis tools relevant to Onto Innovation's product portfolio and technical support processes.

👥 Team Culture & Values

Technical Support Values:

• Customer-centric mindset and commitment to customer satisfaction
• Continuous process improvement and knowledge sharing
• Collaborative and inclusive work environment
• Strong technical expertise and problem-solving skills

Collaboration Style:

• Cross-functional collaboration with engineering, product management, and field service teams
• Regular team meetings and knowledge-sharing sessions
• Open communication and active listening

📝 Enhancement Note: Onto Innovation's technical support teams prioritize customer satisfaction, continuous improvement, and collaboration, fostering a culture of knowledge sharing and mutual support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Resolving complex technical issues in a fast-paced environment
• Managing multiple priorities and on-call rotations for 24/7 support
• Staying up-to-date with emerging semiconductor technologies and industry trends

Learning & Development Opportunities:

• Technical Skill Development: Expand knowledge in semiconductor capital equipment and process technologies
• Leadership Development: Enhance team management, mentoring, and cross-functional collaboration skills
• Training & Development: Access to training resources, workshops, and conferences to support professional growth

📝 Enhancement Note: Technical challenges in this role require strong problem-solving skills, adaptability, and a commitment to continuous learning, while growth opportunities focus on developing technical expertise, leadership skills, and industry knowledge.

💡 Interview Preparation

Technical Questions:

• Technical Deep Dive: Prepare for in-depth discussions on semiconductor capital equipment technologies, process improvement, and issue resolution strategies
• Case Studies: Develop case studies demonstrating your technical support expertise, leadership skills, and customer focus
• Problem-Solving: Brush up on problem-solving techniques and be ready to discuss real-life examples of complex technical issues you've resolved

Company & Culture Questions:

• Company Knowledge: Research Onto Innovation's products, services, and company culture to demonstrate your understanding and alignment with the organization's mission and values
• Customer Focus: Prepare examples showcasing your commitment to customer satisfaction and customer-centric mindset
• Leadership & Teamwork: Discuss your leadership style, team management approach, and cross-functional collaboration experiences

Portfolio Presentation Strategy:

• Storytelling: Craft a compelling narrative around your technical support achievements, focusing on customer impact and process improvement
• Visual Aids: Prepare visual aids, such as charts, graphs, and diagrams, to support your portfolio presentation and enhance understanding
• Q&A: Anticipate and prepare for questions related to your portfolio, technical support strategies, and customer focus

📝 Enhancement Note: To excel in the interview process, demonstrate your technical expertise, leadership skills, and commitment to customer satisfaction, while also showcasing your understanding of Onto Innovation's products, services, and company culture.

📌 Application Steps

To apply for this Manager, Technical Support Engineering position:

• Submit your application through the Onto Innovation careers portal
• Portfolio Customization: Tailor your portfolio to highlight successful issue resolution strategies, customer satisfaction improvements, and cross-functional collaboration initiatives
• Resume Optimization: Highlight your technical support experience, leadership skills, and customer focus in your resume
• Technical Interview Preparation: Brush up on semiconductor capital equipment technologies, data analysis tools, and prepare for case studies and problem-solving exercises
• Company Research: Familiarize yourself with Onto Innovation's products, services, and company culture to demonstrate your understanding and alignment with the organization's mission and values

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.