[Hiring] Director, Systems Field Service @FormFactor Inc.

Role Description

The Director, Systems Field Service is responsible for leading FormFactor's global field service organization supporting Systems capital equipment products and customers. This leader owns field service strategy, operational execution, customer satisfaction, field resource planning, service readiness, and service delivery performance across a global service network.

The position is accountable for ensuring scalable support for production and development customers, driving consistent service standards worldwide, improving operational efficiency, and partnering closely with Engineering, Operations, Sales, Product Management, Quality, and Service Centers to deliver exceptional customer outcomes.

The Director will lead a global team of Field Service Engineers and regional service leaders while driving continuous improvement initiatives that improve uptime, reduce repair cycle times, increase customer satisfaction, and support revenue growth.

Key Responsibilities

• Global Field Service Leadership
  • Lead the global Systems Field Service organization across North America, Asia, Europe, and other key customer regions.
  • Establish service delivery strategies aligned with business growth objectives and customer requirements.
  • Develop organizational capabilities, workforce plans, and succession strategies to support future growth.
  • Drive a culture of accountability, customer focus, operational excellence, and continuous improvement.
• Customer Support & Service Delivery
  • Own field service performance, customer satisfaction, and service execution.
  • Ensure field support readiness for high-volume manufacturing, new customer ramps, and strategic programs.
  • Develop and maintain customer-specific service delivery plans for key accounts.
  • Lead executive-level customer engagements during critical escalations and business reviews.
  • Monitor and improve uptime, MTTR, service responsiveness, and overall customer experience.
• Field Operations Management
  • Establish capacity models, staffing plans, and geographic coverage strategies.
  • Optimize field service resource deployment to align with customer demand and service commitments.
  • Drive standardization of field service processes, reporting, and operational metrics.
  • Ensure effective coordination between on-site service teams, regional service centers, and technical support organizations.
  • Manage global service readiness for new site launches and expanded customer support programs.
  • Collaborate with Sales and Account Teams to define service requirements for major customer opportunities.
• Technical Support & Escalations
  • Partner with Technical Support Engineering to establish escalation processes and resolution standards.
  • Ensure timely resolution of complex customer issues and systemic product concerns.
  • Lead field feedback loops that continuously improve product quality, reliability, and serviceability.
  • Champion root-cause analysis and corrective action initiatives across the organization.
• Service Strategy & Business Performance
  • Develop annual operating plans, headcount models, and investment proposals.
  • Drive achievement of operational KPIs, including:
    • Customer Satisfaction
    • Response Time
    • First-Time Right
    • MTTR
    • Revenue Performance
    • Service Margin
    • Productivity
    • Escalation Closure
  • Support service revenue growth through value-added service offerings and operational excellence initiatives.
  • Participate in strategic planning for future service infrastructure, service centers, and on-site support models.
• Talent Development
  • Recruit, mentor, and develop a high-performing global service team.
  • Establish global training, certification, and competency programs.
  • Build leadership capability across regional service organizations.
  • Foster employee engagement and career development throughout the service organization.

Qualifications

• Bachelor's degree in Engineering, Business, or related technical discipline.
• Experience in technical service, field operations, semiconductor equipment, or customer support leadership experience.
• Experience leading global service organizations and multi-regional teams.
• Demonstrated experience supporting semiconductor manufacturing, test, or advanced technology environments.
• Strong business acumen with experience managing budgets, operational metrics, and strategic initiatives.
• Proven success leading customer escalations and executive-level customer engagements.
• Experience with semiconductor capital equipment, wafer test, or related test technologies.
• Experience supporting high-volume manufacturing environments.
• Knowledge of Foundry, IDM, Fabless, and OSAT business models.
• Experience building global service organizations and support infrastructure.
• Lean, Six Sigma, or continuous improvement certification.

Key Success Metrics

• Customer Satisfaction (CSAT)
• Service-Level Achievement
• Mean Time to Repair (MTTR)
• First-Time Right (FTR)
• Escalation Closure Performance
• Field Productivity
• Employee Engagement
• Training and Certification Compliance
• Operational Cost Efficiency

Leadership Competencies

• Strategic Thinking
• Customer Focus
• Operational Excellence
• Global Leadership
• Talent Development
• Change Management
• Cross-Functional Collaboration
• Executive Communication
• Decision Making
• Accountability

Education & Experience

• Minimum of 12+ years of relevant experience in leadership roles, with a Bachelor’s degree; or 10 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience.

Pay Range

This role in Livermore, California pays between $183,400.00 and $240,765.00 per year, depending on your experience, skills, and background. Pay may vary in other locations. We offer a full benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with company match, employee stock purchase plan (ESPP), and paid time off. You’ll also be eligible for quarterly profit-sharing bonuses and flexible spending or savings accounts.

Equal Employment Opportunity Statement

FormFactor is an equal opportunity employer. FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation.