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 quota…

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