Director of Probes Field Service

This is a fully remote position, open to applicants in California.

📋 Description

• Lead FormFactor's worldwide field service organization that supports Probe Card products and clientele.

• Own the strategy for field service, operational execution, customer satisfaction, planning of field resources, service readiness, and performance of service delivery across a global network.

• Ensure scalable support for both production and development clients while driving consistent service benchmarks globally.

• Collaborate with Engineering, Operations, Sales, Product Management, Quality, and Service Centers.

• Direct a global team of Field Service Engineers and regional service leaders.

• Initiate improvements to uptime, minimize repair cycle times, enhance customer satisfaction, and support revenue growth.

• Establish service delivery strategies that align with business growth targets and customer needs.

• Develop organizational capabilities, workforce plans, and succession strategies.

• Take ownership of field service performance, customer satisfaction, and execution of services.

• Create customer-specific service delivery plans for key accounts.

• Lead high-level customer engagements during critical escalations and business reviews.

• Monitor and enhance uptime, MTTR, service responsiveness, and overall customer experience.

• Create capacity models, staffing plans, and strategies for geographic coverage.

• Optimize the deployment of field service resources.

• Standardize field service processes, reporting, and operational metrics.

• Coordinate on-site service teams, regional service centers, and technical support organizations.

• Manage service readiness for the launch of new sites and expanded customer support programs.

• Collaborate with Sales and Account Teams regarding service requirements for significant opportunities.

• Set up escalation processes and resolution standards with Technical Support Engineering.

• Ensure timely resolution of complex customer issues and systemic product concerns.

• Lead feedback loops from the field to enhance product quality, reliability, and serviceability.

• Advocate for root-cause analysis and corrective action initiatives.

• Develop annual operating plans, headcount models, and investment proposals.

• Drive operational KPIs, including customer satisfaction, response time, first-time right, MTTR, revenue performance, service margin, productivity, and closure of escalations.

• Support service revenue growth through value-added offerings and initiatives focused on operational excellence.

• Engage in strategic planning for service infrastructure, service centers, and on-site support models.

• Recruit, mentor, and cultivate a high-performing global service team.

• Establish global training, certification, and competency programs.

• Build leadership capabilities across regional service organizations.

• Promote employee engagement and career development.

⛳️ Requirements

• Bachelor's degree in Engineering, Business, or a related technical field; or 10 years of experience along with a Master’s degree; or a PhD with 8 years of experience; or equivalent qualifications.

• At least 12 years of relevant experience in leadership positions, with a Bachelor’s degree.

• Experience in technical service, field operations, semiconductor equipment, or customer support leadership.

• Proven experience in leading global service organizations and multi-regional teams.

• Background in supporting semiconductor manufacturing, testing, or advanced technology environments.

• Strong business acumen with a track record of managing budgets, operational metrics, and strategic initiatives.

• Demonstrated success in leading customer escalations and engaging with executives on customer issues.

• Familiarity with semiconductor probe cards, wafer testing, or related testing technologies.

• Experience in supporting high-volume manufacturing settings.

• Knowledge of Foundry, IDM, Fabless, and OSAT business models.

• Experience in developing global service organizations and support infrastructures.

• Certification in Lean, Six Sigma, or continuous improvement methodologies.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability coverage.

• 401(k) with company match.

• Employee stock purchase plan (ESPP).

• Paid time off.

• Quarterly profit-sharing bonuses.

• Flexible spending or savings accounts.