{"id":1273775,"url":"https://alion.io/job/onto-innovation-manager-customer-support","title":"Manager, Customer Support","company":{"id":2025019,"name":"Onto Innovation","domain":"ontoinnovation.com","url":"https://alion.io/company/ontoinnovation","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":89,"open_postings":29,"ghost_share":0,"stale_share":0.241,"repost_share":0,"time_to_fill_p50_days":76,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hsinchu, Taiwan"],"countries":["TW"],"hiring_countries":["TW"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4300},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Outlook","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-08-27T00:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-14T10:08:50Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"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.\nJob Summary & Responsibilities\nThe Customer Support and Logistics Manager is responsible for the daily supervision of all functions of materials movements into and out of the Taiwan regional warehouse. The responsible manager will work within the Hsinchu office, providing excellent customer service skills. The Customer Support and Logistics Manager will provide a variety of activities to support Customers, Branches, and Field Service Engineers (FSE’s). The primary purpose for this position is to process incoming Customer Support requests for service or parts related to Onto Innovation systems in the field.\nManagement/Performance:\nProcessing inquiries/requests from the field and branch offices which may or may not be routine in nature\n\nManage and transact parts within inventory. Expedite parts as necessary partnering with supply chain personnel.\n\nUse data to perform logistics analysis to create a 3PL network. Aid in choosing and setting up locations. Recommend what parts to spare in each specific location.\n\nAssist on forecast regional inventory based on parts consumed vs parts in inventory\n\nTracks and trends KPI’s on business metrics such as fulfilment, on time for delivery, inventory value and quantity.\n\nReport field (machine) consumed parts\n\nTracks customer owned property that is returned for repair. Communicates tracking and repair details.\n\nProvides back up and guidance to the other CSR’s.\n\nInvoice open service orders, including parts and servicer labor. Manage the orders status and closure.\n\nPart Order Processing & Shipment:\nUse Power Bi Reports to prioritize CSR work.\n\nProcessing inquiries/requests from the field and branch offices which may or may not be routine in nature\n\nWorking closely with our branch offices and our Shipping Department on International shipments\n\nProvide quotations for price and availability of spare parts to internal and external customers\n\nOwn expedited and escalation request to prioritize emergency shipments.\n\nFollow up on Sales Order backlog and pending part reports.\n\nPart Returns:\nEntering routine sales orders and return material authorizations (RMA) orders\n\nCreate and/or update DMR reports and failure analysis request.\n\nQualifications\nEducation & Experience:\nMinimum five years’ experience within a Materials Planning and logistics Environment using a computer-based ERP system preferably Oracle.\n\nBachelor’s or Associates Degree in Business or related field and five years of relevant experience.\n\nAbility to work remotely and independently from corporate office.\n\nKnowledge:\nKnowledge of international shipping regulations\n\nComputer skills - must be proficient in Excel, Word, Outlook, and Power Point.\n\nExperience working within a manufacturing environment\n\nOracle experience is advantageous\n\nSkills:\nAbility to read and comprehend instructions\n\nAbility to communicate clearly with others in a professional and courteous manner\n\nHow to prioritize multiple tasks\n\nWorks with others on projects and provides guidance\n\nOnto 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.\nOnto 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.\nFor 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.","description_format":"text","description_chars":4946,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[{"name":"Taiwan","iso":"TW","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Manufacturing","Electronics Manufacturing"],"lifecycle":[{"event":"open","at":"2026-09-26T00:48:55Z"}],"visa":[],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":1,"p_active":0.696,"p_room":0.72,"age_days":48,"expected_fill_days":76,"reasons":["conf:2","velocity","win:mid","crowd:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/onto-innovation-manager-customer-support","json_url":"https://alion.io/job/onto-innovation-manager-customer-support.json","meta":{"generated_at":"2026-10-15T03:30:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4950,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2025019},"rest":"https://alion.io/mcp/rest/get_company?id=2025019"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fonto-innovation-manager-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fonto-innovation-manager-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fonto-innovation-manager-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/onto-innovation-manager-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fonto-innovation-manager-customer-support"}]}