Director: Product Support and Field Service

Advantest; Lake Forest (CA); On-site; USD 150,000 - 185,000; Full time

Benefits offered by this job

Global Bonus Program

401(k) Plan

Medical, Dental & Vision

Income Protection

Flexible Spending Accounts

Employee Assistance Program

Flexible Time Off

Paid Holidays

Job summary

Advantest America Inc. in Lake Forest, CA, is seeking a Director of Product Support and Field Service to lead worldwide product support and field service teams.

You will ensure warranty and service contract commitments are met, drive reliability initiatives, and manage budgets and subcontractor relationships. The role requires extensive travel (up to 40%) to maintain customer relationships and oversee both hardware and software fault resolution across global sites.

Qualifications

• Bachelor’s degree in mechanical/electrical/software engineering; MBA with tech support management experience is a plus.
• 10+ years of experience in engineering support, with prior management and/or program management experience.
• Experience with semiconductor product development, testing and/or capital equipment development is a plus.
• Understanding of analog and digital electronics, electro‑mechanical systems, mechanical robotics, AC/DC power controls and thermal control systems/chillers is a plus.
• Thorough understanding of root cause analysis and troubleshooting; excellent communication, presentation and documentation skills.
• Ability to function independently and manage small projects; hands‑on manufacturing/build experience a plus.
• Fluency in an international language (Mandarin or Korean) is a plus.
• This is an on‑site role in our Lake Forest, CA office.

Responsibilities

• Supervise the worldwide teams of ~100 product support engineers, in‑house and 3rd party field support engineers.
• Partner with engineering and project management teams to validate new initiatives in an engineering/design verification environment before deployment in high volume production.
• Ensure that customer expectations and contract commitments are met or exceeded in terms of site equipment availability and technical performance.
• Direct the Product Support staff in diagnosing equipment failures and other system malfunctions, including both hardware and software functionality.
• Conduct engineering assessments for the diagnosis of equipment failures and malfunctions, through a data driven approach.
• Draft or recommend test evaluation protocols for identifying functional problems and potential solutions.
• Coordinate the resolution of technical issues and field implementation of product solutions.
• Develop and maintain reliability metrics, scorecards and KPIs for measuring reliability and cost improvement opportunities.
• Coordinate with product engineering and subcontract management in changes to technical specifications; may interact with subcontractor staff.
• Manage the budget, costs and 3rd party service contracts; contribute to pricing estimates for profitable post‑warranty service offerings.
• Support development of field application manuals, field service bulletins, training manuals/course content and special training requirements.
• Conduct serviceability feasibility studies for new product designs; participate in cross‑functional product development teams.
• Recommend equipment modifications to improve reliability and serviceability.
• Conduct audits of Field Service network to ensure compliance with Advantest processes.
• Serve as technical advisor to senior management on customer site performance issues.
• Domestic and international travel up to 40% to overseas locations and customers.
• All other duties as required.

Job description

Director: Product Support and Field Service

#9125

Lake Forest, California, United States

About Advantest

Advantest America Inc. is part of Advantest Corporation, the world’s largest provider of automated test equipment (ATE) for the semiconductor industry. The company designs and manufactures cutting‑edge testing solutions that help semiconductor manufacturers ensure the quality and performance of their products. Advantest is known for innovation, reliability, and a strong commitment to supporting its customers and employees.

Our Purpose & Values:

• Mission: Improve lives through advanced technologies and customer‑focused innovation.
• Vision: Be the most trusted and valued test solution provider in the semiconductor value chain.

Core Values:

• I- Innovation is our Lifeblood
• N- Number One is Our Aspiration
• T- Trust is our Foundation
• E- Empowerment is Our Motivation
• G- Global is our Reach
• R- Respect is our Heart
• I - Inclusion and Diversity is Our Commitment
• T- Teamwork is our Approach
• Y- Yes is Our Attitude

Why Join Us

At Advantest, innovation starts with people. We’re looking for curious, capable, and collaborative individuals ready to shape the future of semiconductor technology. You’ll join a global team where your ideas are valued, your growth is supported, and your work makes a real impact.

We foster an integrity-centered culture, where honesty, inclusion, and respect are the foundation of everything we do.

Job Description

Director: Product Support and Field Service

Advantest Test Solutions, Inc. (ATS), is looking for a Director of Product Support & Field Service to join our team in Lake Forest, CA. ATS is a leading provider of massively parallel electronic test systems that include System Level Test (SLT), burn‑in and semiconductor/module tests. ATS has an exciting line of high‑performance test systems that support the semiconductor industry around the world.

This individual will manage the worldwide Product Support and Field Service Engineer teams. They will have technical leads/managers and country‑specific leads reporting to them. The individual will also work closely with our operations, customer‑facing and technical teams to resolve technical and operational equipment issues. They are responsible for satisfying customer warranty and service contract obligations while managing and controlling the costs to sustain a profitable service model. They must serve as ambassadors for internal and external customers. Advantest is a fast paced, dynamic environment so this individual must be able to handle rapidly changing work assignments. Frequent travel overseas to establish and maintain relationships with key customers, local support teams and overseas subcontractors is a must.

• Supervise the worldwide teams of ~100 product support engineers, in‑house and 3rd party field support engineers.
• Partner with the internal engineering & project management teams and within the customer to validate new initiatives in an engineering/design verification environment before deployment in high volume production.
• Ensure that customer expectations and contract commitments are met or exceeded in terms of site equipment availability and technical performance.
• Direct the Product Support staff in the identification and resolution of equipment failures and other system malfunctions, including both hardware and software functionality.
• Conduct engineering assessments for the diagnosis of equipment failures and malfunctions, through a data driven approach.
• Draft or recommend test evaluation protocols for identifying functional problems and potential solutions.
• Coordinate the resolution of technical issues and field implementation of product solutions.
• Develop and maintain reliability metrics, scorecards and Key Performance Indicators (KPI) for purposes of measuring and identifying the highest value reliability and cost improvement opportunities.
• Coordinate with product engineering and subcontracts management in the development of changes to technical specifications for parts and components supplied by subcontractors for installed systems. May directly interact with subcontractor technical staffs on design solutions.
• Manage the budget, costs and 3rd party service provider contracts. Contribute to the pricing estimates for profitable post warranty service offerings.
• Support the development of field application manuals, field service bulletins, training manuals/course content and special training requirements.
• Conduct serviceability feasibility studies for new product designs. May serve on cross‑functional product development teams to ensure full consideration of product support and field maintenance needs.
• Recommend equipment modifications for existing systems to improve reliability and serviceability.
• Conduct audits of the Field Service network to assure the teams are operating in compliance with all Advantest processes and procedures.
• Serve as a technical advisor to senior management on customer site performance issues pertaining to equipment availability, staffing and contract fulfillment.
• Domestic and International business travel is a requirement of this position – up to 40% travel to overseas locations and customers is anticipated.
• All other duties as required.

Requirements

Requirements, Education & Skills:

• Bachelor’s degree in mechanical/ electrical/ software engineering (Master’s degree preferred) or MBA with an experience in technology support management.
• 10+ years of experience in an engineering support capacity, prior management and/or program management experience is required.
• Experience with semiconductor product development, testing and/or capital equipment development for semiconductors is a plus.
• An understanding of analog and digital electronics, electro‑mechanical systems, mechanical robotics, AC/DC power controls and thermal control systems/chillers and refrigerants is a plus.
• Must have thorough understanding of root cause analysis and troubleshooting.
• Excellent communication, presentation and documentation skills.
• Must be able to function independently and possess high level problem‑solving skills.
• Ability to work comfortably with all levels of the organization, develop plans, manage small projects which may require some hands‑on labor. Hands‑on manufacturing/build experience is a plus.
• An ability to be productive and successful in an intense work environment.
• Fluency in an international language, specifically in Mandarin or Korean, is a plus.
• This is an on‑site role in our Lake Forest, CA office.

Benefits Overview

• Global Bonus Program: Performance-based bonuses paid twice yearly.
• 401(k) Plan: Pre-tax retirement savings with company match.
• Medical, Dental & Vision: Multiple plan options including HMO, PPO, and HSA.
• Income Protection: Life, disability, and accident insurance at no cost.
• Flexible Spending Accounts: Healthcare and dependent care options.
• Employee Assistance Program: Free support for personal and work-related issues.
• Flexible Time Off: Accrual starts at hire, increases with service.
• Paid Holidays: 13 company holidays annually.

All Locations

Lake Forest , California , United States

Field of Activity

Field Service

Salary Range

150k-185k (dependent on experience)

EEO Statement

EEO Statement

Advantest is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Advantest to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

The Advantest Way - Diversity, Equity, Inclusion and Belonging

At Advantest, diversity, equity and inclusion are at the core of who we are. We are continuing to build a culture where everyone feels a sense of belonging through our DE&I programs & initiatives. We strive to have a diverse, equitable and inclusive workplace to enable us to attract and retain candidates that feel a sense of purpose and empowerment. Our commitment to DE&I is unwavering and we are steadfast in our mission to continuously foster an environment of respect, trust and transparency. We value diversity and inclusion and believe employees of all backgrounds contribute to our ongoing success. At Advantest, we celebrate and support the needs of our employees regardless of race, color, ethnicity, national origin, religion, age, disability, gender (including gender expression and gender identity), sex and sexual orientation. DE&I at Advantest is more than words to us, they are the Advantest Way.

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This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and record keeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.

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