Head of Field Service - Remote

FormFactor Inc.; Sacramento (CA); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

ESPP

Job summary

FormFactor Inc. seeks a Director of Probes Field Service to lead its global field service organization supporting Probe Card products and customers.

The role drives field service strategy, execution, readiness, and performance across a worldwide network, partnering with Engineering, Operations, Sales and Quality to deliver exceptional outcomes. The candidate will oversee regional service leadership, establish delivery strategies, develop capabilities, and foster a culture of accountability,

Qualifications

• Minimum of 12+ years in leadership roles, with a Bachelor’s degree; or a PhD with 8 years experience.
• Technical service, field operations, semiconductor equipment, or customer support leadership experience.
• Experience leading global service organizations and multi-regional teams.
• Experience with semiconductor probe cards, wafer test, or related test technologies.

Responsibilities

• Lead the global Probes Field Service organization across regions.
• Develop and implement service delivery strategies aligned with growth.
• Drive accountability, customer focus, and operational excellence.
• Manage field readiness for high-volume manufacturing and strategic programs.
• Establish training and competency programs for the global service team.

Education

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

Job description

FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle — from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor’s products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America.

Rooted in our core values — Focus on the Customer, Ownership & Accountability, Respectfully & Effectively Communicate, and Motivate & Develop People — we foster an environment where diverse perspectives are not only welcomed but celebrated. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter.

Shift: The regular hours for this position are day shift.

Director of Probes Field Service

is responsible for leading FormFactor's global field service organization supporting Probe Card products and customers. This leader owns field service strategy, operational execution, customer satisfaction, field resource planning, service readiness, and service delivery performance across a global service network. The position is accountable for ensuring scalable support for production and development customers, driving consistent service standards worldwide, improving operational efficiency, and partnering closely with Engineering, Operations, Sales, Product Management, Quality, and Service Centers to deliver exceptional customer outcomes.

Global Field Service Leadership

• Lead the global Probes Field Service organization across North America, Asia, Europe, and other key customer regions.
• Establish service delivery strategies aligned with business growth objectives and customer requirements.
• Develop organizational capabilities, workforce plans, and succession strategies to support future growth.
• Drive a culture of accountability, customer focus, operational excellence, and continuous improvement.

Customer Support & Service Delivery

• Own field service performance, customer satisfaction, and service execution.
• Ensure field support readiness for high-volume manufacturing, new customer ramps, and strategic programs.
• Develop and maintain customer-specific service delivery plans for key accounts.
• Lead executive-level customer engagements during critical escalations and business reviews.
• Monitor and improve uptime, MTTR, service responsiveness, and overall customer experience.

Field Operations Management

• Optimize field service resource deployment to align with customer demand and service commitments.
• Drive standardization of field service processes, reporting, and operational metrics.:li>
• Ensure effective coordination between on-site service teams, regional service centers, and technical support organizations.
• Manage global service readiness for new site launches and expanded customer support programs.
• Collaborate with Sales and Account Teams to define service requirements for major customer opportunities.

Technical Support & Escalations

• Partner with Technical Support Engineering to establish escalation processes and resolution standards.
• Ensure timely resolution of complex customer issues and systemic product concerns.
• Lead field feedback loops that continuously improve product quality, reliability, and serviceability.

Service Strategy & Business Performance

• Customer Satisfaction
• Revenue Performance
• Service Margin
• Support service revenue growth through value-added service offerings and operational excellence initiatives.
• Participate in strategic planning for future service infrastructure, service centers, and on-site support models.
• Recruit, mentor, and develop a high-performing global service team.
• Establish global training, certification, and competency programs.
• Build leadership capability across regional service organizations.
• Foster employee engagement and career development throughout the service organization.

Education & Experience

• Minimum of 12+ years of relevant experience in leadership roles, with a Bachelor’s degree; or a PhD with 8 years experience.
• Bachelor's degree in Engineering, Business, or related technical discipline.
• 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.
• Strong business acumen with experience managing budgets, operational metrics, and strategic initiatives.
• Proven success leading customer escalations and executive-level customer engagements.
• Experience with semiconductor probe cards, wafer test, or related test technologies.
• Experience supporting high-volume manufacturing environments.
• Experience building global service organizations and support infrastructure.
• Lean, Six Sigma, or continuous improvement certification.
• Customer Satisfaction (CSAT)
• Service-Level Achievement
• Escalation Closure Performance
• Field Productivity
• Training and Certification Compliance
• Customer FocusChange ManagementAccountability, Change Management, Collaboration, Communication, Customer Escalation, Customer Satisfaction, Customer Service, Operational Excellence (OpEx), Operational Logistics, Strategic Prioritization, Talent Development

Benefits

• We offer a full benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with company match, employee stock purchase plan (ESPP), and paid time off.
• You’ll also be eligible for quarterly profit-sharing bonuses and flexible spending or savings accounts.

FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation.

For roles that are designated as remote-eligible, employees cannot be located in: AL, AK, AR, DE, GA, HI, IL, IA, LA, ME, MD, MS, MO, NE, NV, NJ, NM, ND, OK, PA, RI, SC, SD, TN, WV, WI, WY. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. A role is remote-eligible only when it is listed as "Remote" in the job location.