Senior Manager, Field Services

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

Onto Innovation is seeking a highly motivated Northwest Regional Service Manager to lead field service operations and customer support activities across the Northwestern United States. This role is responsible for driving customer satisfaction, operational excellence, employee development, and business performance while supporting Onto Innovation’s advanced semiconductor metrology and inspection solutions.

The Northwest Regional Service Manager will lead a team of Field Service Engineers and Site Leads, partnering closely with customers, internal stakeholders, and senior leadership to ensure exceptional service delivery. This position requires a balance of technical understanding, people leadership, strategic thinking, and operational discipline to support customer success and business growth.

• Lead, coach, and develop a geographically dispersed team of Field Service Engineers and Site Leads.
• Foster a culture of safety, accountability, collaboration, customer focus, and continuous improvement.
• Conduct performance reviews, career development discussions, succession planning, and employee coaching.
• Support recruiting, hiring, onboarding, and retention efforts to ensure organizational readiness and growth.
• Promote employee engagement and professional development through regular communication, mentorship, and recognition.

• Serve as the primary regional escalation point for customer service and operational issues.
• Establish and maintain strong relationships with customer management, engineering, operations, and executive stakeholders.
• Lead customer reviews, operational reviews, and quarterly business reviews as required.
• Partner with customers to improve equipment performance, service delivery, and operational outcomes.
• Ensure customer expectations and contractual commitments are consistently achieved.

• Manage day-to-day service operations across the region, ensuring effective utilization of personnel and resources.
• Monitor key performance indicators, including response time, equipment uptime, cycle time, service quality, and customer satisfaction.
• Coordinate resource planning and staffing to support customer requirements and business objectives.
• Drive timely resolution of escalated technical and operational issues.
• Ensure compliance with company policies, safety requirements, quality standards, and customer procedures.

• Maintain a working knowledge of Onto Innovation products, applications, and customer manufacturing environments.
• Collaborate with Engineering, Product Management, Manufacturing, Applications, and Global Support teams to resolve customer issues and improve product performance.
• Support major installations, upgrades, recoveries, and customer escalations when required.
• Champion root cause analysis, corrective actions, and continuous improvement initiatives.
• Participate in workforce planning, budgeting,…