Director of Field Services - #2234230

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

• Responsible for all aspects of the service business in Europe with direct and managerial individuals reporting into this position
• Owns and drives service revenue and service sales (contracts, parts, upgrades, etc.) into Europe, in line with corporate objectives and revenue targets including revenue forecasting
• Develop revenue growth and service business development strategies
• Responsible for developing and managing the overall service delivery strategy and operations
• Increase customer satisfaction through establishing infrastructure, optimizing procedures and processes, managing escalations and problem solving, setting and tracking metrics and KPIs
• Full P&L responsibility for European service team with the objective to reach annual revenue, cost and expense budgets
• Manpower planning, organization development and training to support both after sales (contract, parts, billable) and new system sales (installation and warranty) requirements
• Manage customer relationships through regular open issues list review as well as operational and executive meetings
• Lead by example and drive adoption of companies processes and policies throughout the organization
• Drive a data-driven approach together with customers to ensure continuous monitoring and improvement of service delivery
• Work cross embedded in a matrix organization with other functional partners (sales, applications) and Business Units to develop or recommend solutions for areas of high business impact
• Collaborate with Human Resources on talent management initiative
  
  

Qualifications

• 15+ years in customer service, including 5-10 years in managerial role
• Minimum 5 years direct service management experience in OEM business related to complex equipment. Experience in the semiconductor industry highly preferred
• Complex capital equipment combining optics, electronics, high precision mechanics, preferably inspection or metrology systems for the semiconductor industry
• Technical and Service background
• Strong written and verbal communications skills. Fluent in English language; German or French language skills highly preferred.
• Proficient in MS 365 for daily work use, meeting preparation/presentation skills and efficient collaboration in a distributed team working remotely
• Ability and willingness to travel up to 40%
• Proven track record of establishing strong, executive level customer relationships
• Bachelor’s Degree in sciences or engineering a minimum
• Master’s degree a plus, or appropriate experience in process control, metrology or inspection, in the semiconductor industry
• Demonstrated capability to build a winning team and creating a high-performance work environment
• Experience in building and developing service teams, establishing processes and procedures, performance management, metrics & KPIs
  
  

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 Purchase Program (ESPP) 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.