Principal Field Service Engineer

FormFactor Inc.•Boulder, CO

2d•$72,100 - $94,605•Onsite

About The Position

We are seeking a Principal Field Service Engineer with a strong background in customer service and advanced technical maintenance to join our Boulder-based Service Team supporting our Quantum Cryogenic product line. This role serves as a technical expert and escalation point, working cross-functionally with Engineering, Manufacturing, Quality, and Supply Chain to deliver high-quality, timely service solutions and drive continuous product and process improvements.

Requirements

Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work
Cryocoolers
Cryogenic Refrigerators
Cryogenics
Cryogenic Systems
Cryogenic Testing
Cryostats
Customer Support
Customer Support Training
Customer Technical Support
Detail-Oriented
Field Service Engineering
Field Services
Industrial Maintenance
Interpersonal Communication
Microsoft Office
Project Organization
Salesforce Field Service Lightning
Spare Parts Management
Team Communication
Technical Problem-Solving
Vacuum Pumps
Vacuum Systems

Nice To Haves

Experience supporting quantum computing, semiconductor, or cryogenic systems.
Prior experience in a lead or mentorship role within field service.
Familiarity with continuous improvement methodologies (Lean, Six Sigma, etc.).
Experience developing technical training materials or service documentation.
International field service experience.

Responsibilities

Perform preventative and corrective maintenance on cryogenic systems at customer sites.
Lead installation and commissioning activities, including final system acceptance in accordance with defined protocols.
Diagnose, troubleshoot, and repair complex equipment issues via on-site visits, telephone, and email support.
Serve as a technical escalation point, managing and resolving advanced customer and system issues.
Communicate clearly and professionally with customers to ensure an exceptional service experience.
Complete work orders, service reports, and documentation accurately and within established timelines.
Develop, maintain, and continuously improve service procedures, protocols, and technical documentation.
Partner cross-functionally with Engineering, Operations, Quality, and Supply Chain to support product improvements and reliability initiatives.
Deliver technical training and instruction to customers, field engineers, and internal teams.
Participate in ongoing training and certification programs to maintain and expand technical expertise.
Provide input into service strategy, tools, and processes to enhance operational efficiency and customer satisfaction.