Customer Service Representative 2

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

The Customer Service Representative supports Onto Innovation service operations by serving as the first point of contact for customer and internal service requests received through the Onto Innovation Support email inbox. The position reviews, triages, responds to, and tracks requests for service support, spare parts, Return Material Authorizations (RMAs), pricing, and quotations.

The role works closely with customers, Field Service Engineers, Sales, Applications, Service, Supply Chain, Logistics, Finance, and other internal teams to ensure requests are accurately documented, routed to the appropriate owner, and followed through to completion. The position is responsible for timely communication, accurate system transactions, complete records, and a consistent customer experience.

Essential Duties and Responsibilities

SDI Support Inbox Management

· Review the Onto Innovation Support email inbox throughout the business day and acknowledge new requests in a timely manner.

· Triage messages by request type, urgency, customer impact, product or equipment, warranty or contract status, and required support.

· Respond directly to routine requests and route technical, commercial, or escalated issues to the appropriate owner.

· Maintain clear ownership and follow-up for open requests so inquiries are not delayed or lost.

· Use approved templates, procedures, and communication standards.

Customer Service and Request Coordination

· Serve as a primary contact for Onto Innovation customers, Field Service Engineers, regional teams, and internal stakeholders.

· Gather required information, including customer, site, equipment serial number, part number, request details, urgency, shipping information, and purchase order status.

· Open, update, and maintain service cases or request records in the applicable CRM, ERP, ticketing, or tracking system.

· Provide accurate status updates, next steps, and expected follow-up.

· Escalate urgent, incomplete, or unresolved requests according to established procedures.

Parts Requests and Order Support

· Review and process spare-part requests from customers, Field Service Engineers, and regional service teams.

· Confirm part numbers, quantities, availability, customer and ship-to information, and whether the request is warranty, contract-covered, or billable.

· Coordinate with Service, Supply Chain, Planning, Procurement, Logistics, and Sales Support to obtain availability, lead time, pricing, and fulfillment information.

· Create or support quotes, sales orders, service orders, or internal requests in applicable systems.

· Monitor requests and communicate delays, shortages, substitutions, or missing information.

RMA and Return Coordination

· Review RMA requests and confirm required customer, equipment, part, serial number, failure description, and return information.

· Create or coordinate RMA authorization numbers and provide return instructions and documentation.

· Track returned material through receipt, evaluation, repair, replacement, credit, return shipment, or disposition.

· Coordinate with Service, Repair, Quality, Logistics, and Finance to resolve questions and maintain accurate status.

· Follow up on overdue returns, missing documentation, and unresolved actions.

Quoting and Commercial Support

· Prepare or coordinate quotations for parts, repairs, labor, and other service needs using approved pricing and commercial terms.

· Confirm customer account, bill-to and ship-to details, part numbers, quantities, pricing, lead times, freight terms, and quote validity.

· Obtain authorized review for special pricing, discounts, or nonstandard terms.

· Follow up on open quotations, customer purchase orders, and requested revisions.

· Maintain accurate quotation records and supporting documentation.

Documentation, Systems, and Reporting

· Maintain accurate customer, request, quote, order, RMA, shipment, and status information in company systems.

· Attach relevant emails, purchase orders, quotations, shipping documents, approvals, and technical information to the appropriate record.

· Monitor open-request queues and aging reports and follow up with owners.

· Assist with routine reporting on request volume, response status, parts requests, quotations, RMAs, backlog, and recurring issues.

· Follow documentation, approval, confidentiality, and record-retention requirements.

Cross-Functional Collaboration and Improvement

· Coordinate with Field Service, Sales, Applications, Engineering, Manufacturing, Supply Chain, Logistics, Quality, Finance, and regional teams.

· Identify incomplete submissions, recurring questions, workflow gaps, and data-quality issues and recommend improvements.

· Support work instructions, email templates, request forms, knowledge articles, and standard procedures.

· Participate in system training, process changes, integrations, and continuous improvement activities.

· Provide backup support for related customer service and service administration activities.

Qualifications

Education

· High school diploma or equivalent required.

· Associate degree in Business, Customer Service, Supply Chain, Operations, or a related field preferred.

· Equivalent relevant experience may be considered in place of formal education.

Experience

· 2 or more years of experience in customer service, sales support, order administration, service coordination, parts support, RMA administration, quoting, or a related role.

· Experience supporting industrial, semiconductor, capital equipment, manufacturing, or other technical products preferred.

· Experience working with customers and cross-functional teams in a fast-paced service or operations environment.

Technical Skills

· Working knowledge of Microsoft Outlook, Excel, Word, and Teams.

· Experience with ERP, CRM, CPQ, service management, or ticketing systems preferred.

· Ability to enter and maintain accurate customer, item, pricing, order, and service information.

Why Join Onto Innovation?

At Onto Innovation, we believe your work should matter-and so should your well-being. That’s why we offer competitive salaries and a comprehensive benefits package designed to support you and your family. From health, dental, and vision coverage to life and disability insurance, PTO, and a 401(k) with employer match, we’ve got you covered. You’ll also enjoy access to our Employee Stock Purchase Program (ESPP), wellness initiatives, and cutting-edge tools-all within a collaborative, inclusive culture where your contributions are valued and recognized.

Compensation & Growth

• Base Salary Range:

• Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success.

Empowering Every Voice to Shape the Future:

Onto Innovation is committed to creating a workplace where every qualified candidate has an equal opportunity to succeed. We evaluate applicants based on skills, experience, and potential - without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe diversity of thought and background drives innovation and strengthens our team.

Important Note on Export Compliance

For certain positions requiring access to technical data, U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected persons under 8 U.S.C. 1324b(a)(3).