Director, Technical Support Engineering

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

📋 Description

• Oversee FormFactor's global Technical Support Engineering division that services all product lines.

• Create and administer a structured multi-tier technical escalation framework.

• Act as the primary executive for complex customer escalations and systemic product performance challenges.

• Lead root-cause investigations and implement corrective measures to reduce customer downtime.

• Set service engineering standards, best practices, and troubleshooting protocols.

• Cultivate and sustain product expertise in hardware, software, applications, and manufacturing processes.

• Supervise advanced troubleshooting, failure analysis, and corrective action initiatives.

• Serve as the technical liaison among Service, Engineering, Manufacturing, and Product Management.

• Promote enhancements in product reliability, serviceability, and overall customer experience.

• Formulate global support strategies for product rollouts across various regions.

• Maintain technical uniformity across support centers, repair facilities, and partner organizations.

• Develop standardized troubleshooting guidelines, service documentation, and repair techniques.

• Establish service qualification criteria prior to field deployment.

• Collaborate with field service leadership for knowledge transfer and capability enhancement.

• Own the global technical training strategy and certification initiatives.

• Create technical competency frameworks and career advancement pathways.

• Build knowledge management systems and a robust technical documentation framework.

• Define and track technical support Key Performance Indicators (KPIs).

• Lead continuous improvement efforts aimed at quality, efficiency, and customer satisfaction.

• Leverage data, customer feedback, and operational metrics to steer enhancements.

• Recruit, mentor, and develop a global team of Technical Support Engineers and Subject Matter Experts.

• Promote a culture that prioritizes customer focus, collaboration, and accountability.

• Implement succession plans and programs for technical talent development.

• Spearhead cross-functional projects to enhance organizational efficiency and customer results.

⛳️ Requirements

• A minimum of 12+ years of relevant leadership experience, with a Bachelor's degree; or 10 years with a Master's degree; or a PhD with 8 years of experience; or equivalent qualifications.

• Degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or a related technical field.

• Background in technical engineering, customer support, field service, or semiconductor equipment.

• Leadership experience managing technical engineering or support teams.

• Proven track record of leading global technical teams in a complex, customer-oriented environment.

• Strong comprehension of semiconductor manufacturing, testing, measurement, wafer probing, or related semiconductor capital equipment markets.

• Experience supporting products throughout their entire lifecycle from New Product Introduction (NPI) to sustaining engineering and end-of-life phases.

• Expertise in advanced troubleshooting and root-cause analysis.

• Experience in product lifecycle management.

• Familiarity with Failure Analysis and FMEA methodologies.

• Knowledge of service readiness and Design for Serviceability methodologies.

• Experience in managing technical escalations.

• Proficient in reliability engineering and continuous improvement tools.

• Strong understanding of quality systems and customer support processes.

• Commitment to customer satisfaction and service excellence.

• Strategic thinker with a disciplined approach to operational execution.

• Demonstrated ownership and accountability for business outcomes.

• Ability to lead by influence across global organizations.

• Excellent communication and executive presentation abilities.

• Proven capacity to develop and motivate high-performing technical teams.

🏝️ 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