Global Director, Systems Field Service

FormFactor, Inc.; California; Hybrid; USD 183,000 - 241,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) with company match

ESPP

Paid time off

Quarterly profit-sharing bonuses

Job summary

FormFactor, Inc. in Livermore, California, seeks a Director of Systems Field Service to lead a global field service organization for capital equipment.

You will define service strategy, drive uptime, and partner with Engineering, Operations, Sales, and Quality to ensure top-tier customer outcomes. You will manage a global team of Field Service Engineers, optimize delivery, and improve service readiness for high-volume manufacturing and new programs.

Qualifications

• Minimum of 12+ years of relevant experience in leadership roles, with a Bachelor’s degree; or 10 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience.
• Experience in technical service, field operations, semiconductor equipment, or customer support leadership experience.
• Experience leading global service organizations and multi-regional teams.
• Demonstrated experience supporting semiconductor manufacturing, test, or advanced technology environments.

Responsibilities

• Lead the global Systems Field Service organization across regions; develop service delivery strategies and workforce plans.
• Own field service performance, customer satisfaction, and service execution; manage escalations and executive engagements.
• Establish capacity models, staffing, and coverage; standardize processes and metrics across regions.
• Partner with Technical Support Engineering to establish escalation processes and resolution standards.
• Develop annual operating plans, headcount models, and investment proposals; drive KPIs like CSAT and MTTR.
• Recruit, mentor, and develop a high-performing global service team; implement training and certification programs.

Skills

Global leadership

Strategic thinking

Operational excellence

Customer focus

Decision making

Executive communications

Accountability

Change management

Collaboration

Talent development

Education

Bachelor's degree in Engineering, Business, or related technical discipline

Tools

Lean Six Sigma

Job description

FormFactor, Inc. in Livermore, California, seeks a Director of Systems Field Service to lead a global field service organization for capital equipment.

You will define service strategy, drive uptime, and partner with Engineering, Operations, Sales, and Quality to ensure top-tier customer outcomes. You will manage a global team of Field Service Engineers, optimize delivery, and improve service readiness for high-volume manufacturing and new programs.