Global Director, Systems Field Service (Remote)

FormFactor, Inc.; Livermore (CA); Remote; USD 183,000 - 241,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Employee stock purchase plan

Paid time off

Job summary

FormFactor, Inc. is seeking a Director of Systems Field Service to lead its global field service organization across North America, Asia, and Europe. You will own service strategy, delivery, and customer satisfaction while driving uptime, MTTR, and revenue-supportive initiatives.

You will build and mentor a high-performing team, set workforce plans, and partner with Engineering, Operations, Sales, and Quality to ensure scalable, standardized service worldwide.

Qualifications

• 12+ years of leadership experience in technical service or field operations.
• Experience leading global, multi-regional service organizations.
• Strong business acumen with budgets and KPIs.

Responsibilities

• Lead the global Systems Field Service organization across regions.
• Define service delivery strategies aligned with growth and customer needs.
• Develop workforce plans and succession strategies for future growth.
• Drive accountability, customer focus, and continuous improvement.
• Oversee field readiness for high-volume manufacturing and new ramps.
• Manage escalations and executive-level customer engagements.
• Drive KPIs: CSAT, MTTR, FTR, service margin, productivity.

Skills

Global leadership

Strategic thinking

Operational excellence

Talent development

Executive communications

Budget management

Customer focus

Change management

Education

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

Job description

FormFactor, Inc. is seeking a Director of Systems Field Service to lead its global field service organization across North America, Asia, and Europe. You will own service strategy, delivery, and customer satisfaction while driving uptime, MTTR, and revenue-supportive initiatives.

You will build and mentor a high-performing team, set workforce plans, and partner with Engineering, Operations, Sales, and Quality to ensure scalable, standardized service worldwide.