Director, Systems Field Service
About The Position
The Director, Systems Field Service leads FormFactor’s global field service organization supporting Systems capital equipment products and customers. The role owns field service strategy, operational execution, customer satisfaction, field resource planning, service readiness, and service delivery performance across a global service network. It ensures scalable support for production and development customers, consistent service standards worldwide, improved operational efficiency, and close partnership with Engineering, Operations, Sales, Product Management, Quality, and Service Centers. The Director leads a global team of Field Service Engineers and regional service leaders and drives continuous improvement to improve uptime, reduce repair cycle times, increase customer satisfaction, and support revenue growth. The role develops service strategy and operating plans, manages global capacity and coverage, leads customer escalations, and builds organizational capabilities through training, talent development, and succession planning.
Requirements
- At least 12 years of relevant experience in leadership roles with a bachelor's degree; alternatively, 10 years with a master's degree, a PhD with 8 years of experience, or equivalent experience.
- Bachelor's degree in Engineering, Business, or a related technical discipline.
- Experience in technical service, field operations, semiconductor equipment, or customer support leadership.
- Experience leading global service organizations and multi-regional teams.
- Demonstrated experience supporting semiconductor manufacturing, test, or advanced technology environments.
- Strong business acumen and experience managing budgets, operational metrics, and strategic initiatives.
- Proven success leading customer escalations and executive-level customer engagements.
- Experience supporting high-volume manufacturing environments.
- Strong accountability, change management, collaboration, customer focus, decision-making, executive communication, global leadership, operational excellence, strategic thinking, and talent development capabilities.
Nice To Haves
- Experience with semiconductor capital equipment, wafer test, or related test technologies.
- 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 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.
- 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, 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, including 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Director
