Global Director, Technical Support Engineering

FormFactor, Inc.; California (MO); Hybrid; 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. is seeking a Director of Technical Support Engineering to lead the worldwide Technical Support Engineering function, driving escalation management, service readiness, and continuous improvement across field, regional, and factory service teams.

You will collaborate with Engineering, Product Management, Manufacturing, Quality, and Global Service Operations to ensure world-class support throughout the product lifecycle while enabling scalable and profitable service delivery.

Qualifications

• Degree in Electrical Engineering or related technical discipline.
• Master's degree preferred.
• Leadership experience managing technical engineering or support organizations.
• Experience leading global technical teams in a complex, customer-facing environment.

Responsibilities

• Lead the global Technical Support Engineering organization, establishing a multi-level escalation process.
• Develop deep product expertise across hardware, software, applications, and manufacturing processes.
• Own global training strategy and certification programs for field engineers and regional teams.
• Define service qualification criteria and drive continuous improvement in service readiness and reliability.
• Build and mentor a high-performing, customer-focused global team.

Skills

Technical Leadership

Root Cause Analysis

Escalation Management

Customer Service

People Leadership

Strategic Thinking

Executive Communication

Knowledge Management

Education

Electrical Engineering degree

Master's degree preferred

Job description

FormFactor, Inc. is seeking a Director of Technical Support Engineering to lead the worldwide Technical Support Engineering function, driving escalation management, service readiness, and continuous improvement across field, regional, and factory service teams.

You will collaborate with Engineering, Product Management, Manufacturing, Quality, and Global Service Operations to ensure world-class support throughout the product lifecycle while enabling scalable and profitable service delivery.