Global Director, Product Support & Field Service

advantestcareers; Lake Forest (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Advantest Test Solutions, Inc. (ATS) in Lake Forest, CA seeks a Director of Product Support & Field Service to lead worldwide teams of product support engineers and field service staff. This role requires strong cross-functional leadership, KPI-driven management, and travel to support key customers and partners.

The candidate will manage budget and contracts while driving reliable service performance and continuous improvement across global operations. On-site role in Lake Forest, CA.

Qualifications

• 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.
• 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 with all levels of the organization, develop plans, manage small projects with hands-on labor.
• Fluency in 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 & project management teams to validate initiatives in an engineering/design verification environment.
• Ensure customer expectations and contract commitments are met or exceeded in terms of equipment availability and performance.
• Direct the Product Support staff in diagnosing equipment failures and malfunctions (hardware/software).
• Coordinate resolution of technical issues and field implementation of product solutions.
• Develop and maintain reliability metrics, scorecards and KPI for improvement opportunities.
• Manage budgets, costs and 3rd party service provider contracts; contribute to pricing estimates for post-warranty service offerings.
• Travel domestically and internationally up to 40% to support customers.

Skills

Communication

Presentations

Documentation

Problem solving

Independent work

Project management

Root cause analysis

Troubleshooting

Cross-functional collaboration

Language: Mandarin/Korean

Education

Bachelor's degree in mechanical/electrical/software engineering or MBA

Master's degree preferred

Job description

Advantest Test Solutions, Inc. (ATS) in Lake Forest, CA seeks a Director of Product Support & Field Service to lead worldwide teams of product support engineers and field service staff. This role requires strong cross-functional leadership, KPI-driven management, and travel to support key customers and partners.

The candidate will manage budget and contracts while driving reliable service performance and continuous improvement across global operations. On-site role in Lake Forest, CA.