Director of Probes Field Service

FormFactor Inc.•USA - Remote - CA (Greater Bay Area), CA

2d•$183,400 - $240,765

About The Position

The Director of Probes Field Service leads FormFactor’s global field service organization supporting Probe Card products and customers. The role owns field service strategy, operational execution, customer satisfaction, resource planning, service readiness, and delivery performance across a global service network. The Director ensures scalable support for production and development customers, establishes consistent worldwide service standards, improves operational efficiency, and partners with Engineering, Operations, Sales, Product Management, Quality, and Service Centers to deliver customer outcomes. The position leads Field Service Engineers and regional service leaders across North America, Asia, Europe, and other key customer regions. It drives continuous improvement to improve uptime, reduce repair cycle times, increase customer satisfaction, and support revenue growth. The role also develops service operating plans, workforce and capacity models, customer-specific service plans, training and certification programs, and future service infrastructure strategies. The regular hours are day shift. The stated annual pay range for this role in Livermore, California is $183,400 to $240,765, depending on experience, skills, and background; pay may vary in other locations. FormFactor offers medical, dental, vision, life insurance, disability coverage, a 401(k) with company match, an employee stock purchase plan, paid time off, quarterly profit-sharing bonuses, and flexible spending or savings accounts.

Requirements

Minimum 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.
Bachelor’s degree in Engineering, Business, or a related technical discipline, as listed among preferred qualifications.
Leadership experience in technical service, field operations, semiconductor equipment, or customer support.
Experience leading global service organizations and multi-regional teams.
Experience supporting semiconductor manufacturing, test, or advanced technology environments.
Business acumen and experience managing budgets, operational metrics, and strategic initiatives.
Proven success leading customer escalations and executive-level customer engagements.
Accountability, change management, collaboration, communication, customer escalation, customer satisfaction, customer service, operational excellence, operational logistics, strategic prioritization, and talent development skills.

Nice To Haves

Experience with semiconductor probe cards, 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.

Responsibilities

Lead the global Probes 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.
Promote accountability, customer focus, operational excellence, and continuous improvement.
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.
Establish capacity models, staffing plans, and geographic coverage strategies.
Optimize field service resource deployment to align with customer demand and service commitments.
Standardize field service processes, reporting, and operational metrics.
Coordinate on-site service teams with 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.
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 to improve product quality, reliability, and serviceability.
Champion root-cause analysis and corrective action initiatives across the organization.
Develop annual operating plans, headcount models, and investment proposals.
Drive operational KPIs covering customer satisfaction, response time, first-time right, MTTR, revenue performance, service margin, productivity, and 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.
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.