Director, Systems Field Service

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

📋 Description

• Lead the global Systems Field Service organization at FormFactor across North America, Asia, Europe, and other key customer regions.

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

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

• Promote accountability, customer focus, operational excellence, and continuous improvement.

• Oversee field service performance, customer satisfaction, and service execution.

• Ensure readiness of field support for high-volume manufacturing, new customer ramps, and strategic programs.

• Create and maintain customer-specific service delivery plans for major accounts.

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

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

• Establish capacity models, staffing plans, and geographic coverage strategies.

• Optimize the deployment of field service resources and standardize processes, reporting, and operational metrics.

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

• Manage global service readiness for new site launches and expanded customer support initiatives.

• Collaborate with Sales and Account Teams to determine service requirements for significant customer opportunities.

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

• Lead the resolution of complex customer issues and systemic product challenges.

• Drive field feedback loops, root-cause analysis, and corrective actions.

• 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 escalation closure.

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

• Participate 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.

• Foster employee engagement and career development.

⛳️ Requirements

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

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

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

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

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

• Strong business acumen with experience in managing budgets, operational metrics, and strategic initiatives.

• Demonstrated success in leading customer escalations and executive-level customer engagements.

• Familiarity with semiconductor capital equipment, wafer testing, or related testing technologies.

• Experience in supporting high-volume manufacturing environments.

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

• Experience in building 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.