Global Director, Technical Support Engineering

FormFactor Inc.; California; On-site; USD 192,000 - 253,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Disability coverage

401(k) with company match

Employee stock purchase plan (ESPP)

Paid time off

Quarterly profit-sharing bonuses

Flexible spending or savings accounts

Job summary

FormFactor, Inc. in Livermore, California, seeks a Director of Technical Support Engineering to lead the global Technical Support Engineering function, guiding escalation management, service readiness, and cross‑functional collaboration across field, regional, and factory teams.

You will shape product technical support strategy, mentor a worldwide team, and drive continuous improvement to deliver world‑class service through the product lifecycle.

Qualifications

• Degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or related technical discipline.
• Master's degree preferred.
• Technical engineering, customer support, field service, or semiconductor equipment experience.
• Leadership experience managing technical engineering or support organizations.
• Proven experience leading global technical teams in a complex, customer-facing environment.
• Strong understanding of semiconductor manufacturing, test, measurement, wafer probing, or related markets.
• Experience supporting products across the full lifecycle from NPI through sustaining engineering and end-of-life.

Responsibilities

• Lead the global Technical Support Engineering organization supporting all FormFactor product lines.
• Establish and manage a structured multi-level technical escalation process.
• Serve as executive owner for complex customer escalations and systemic product performance issues.
• Drive rapid root-cause analysis and corrective actions to minimize customer downtime.
• Establish service engineering standards, best practices, and troubleshooting methodologies.
• Develop and maintain deep product expertise across hardware, software, applications, and manufacturing processes.
• Oversee advanced troubleshooting, failure analysis, and corrective action programs.
• Act as the technical bridge between Service, Engineering, Manufacturing, and Product Management.
• Drive continuous improvements in product reliability, serviceability, and customer experience.
• Develop global support strategies to enable successful product deployment across all regions.
• Ensure technical consistency across site support centers, regional service centers, factory repair centers, and partner organizations.
• Create standardized troubleshooting procedures, service documentation, and repair methodologies.
• Define service qualification criteria prior to field deployment.
• Partner with field service leadership to ensure effective knowledge transfer and capability development.
• Own global technical training strategy and certification programs.
• Develop technical competency models and career development pathways.
• Build scalable knowledge management systems and technical documentation infrastructure.
• Ensure field engineers and regional teams have the technical expertise required to support customers independently.
• Define and measure technical support KPIs including escalation closure time, root cause completion rate, first-time resolution rate, product reliability trends, service readiness metrics, and customer satisfaction outcomes.
• Drive continuous improvement projects focused on quality, efficiency, and customer experience.
• Utilize data, Voice of Customer feedback, and operational metrics to guide improvement initiatives.
• Build, coach, and develop a global team of Technical Support Engineers and Subject Matter Experts.
• Foster a customer-focused, collaborative, and accountable culture.
• Establish succession plans and technical talent development programs.
• Lead cross-functional initiatives that improve organizational effectiveness and customer outcomes.

Skills

Communication

Customer Escalation

Customer Service

Escalation Resolution

Knowledge Management

People Leadership

Root Cause Analysis

Service Documentation

Service Leadership

Service Optimization

Service Ownership

Services Management

Taking Ownership

Talent Development

Technical Leadership

Technical Training

Education

Bachelor’s degree; Master’s preferred; PhD with 8+ years experience

Job description

FormFactor, Inc. in Livermore, California, seeks a Director of Technical Support Engineering to lead the global Technical Support Engineering function, guiding escalation management, service readiness, and cross‑functional collaboration across field, regional, and factory teams.

You will shape product technical support strategy, mentor a worldwide team, and drive continuous improvement to deliver world‑class service through the product lifecycle.