Remote: Global Probes Field Service Director

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

Job summary

FormFactor, Inc. in Livermore, CA, seeks a Director of Probes Field Service to lead our global field service organization for Probe Card products.

You will own service strategy, delivery, and customer outcomes while guiding a team across regions to improve uptime, MTTR, and customer satisfaction. The role emphasizes cross-functional collaboration with Engineering, Operations, Sales, Product Management, Quality, and Service Centers, and aims to scale support for high-volume manufacturing and new

Qualifications

• 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.
• Experience with semiconductor probe cards, wafer test, or related test technologies.
• Lean, Six Sigma, or continuous improvement certification.

Responsibilities

• Lead global Probes Field Service organization across North America, Asia, Europe, and other key regions.
• Develop service delivery strategies aligned with growth objectives and customer requirements.
• Drive KPIs including CSAT, MTTR, FTR, escalation closure, and service margin.
• Partner with Sales, Engineering, Operations, and Quality to ensure readiness for high-volume manufacturing and new programs.
• Mentor and develop a high-performing global service team with formal training programs.

Skills

Accountability

Change Management

Collaboration

Communication

Customer Escalation

Customer Satisfaction

Customer Service

Operational Excellence

Operational Logistics

Strategic Prioritization

Talent Development

Education

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

Job description

FormFactor, Inc. in Livermore, CA, seeks a Director of Probes Field Service to lead our global field service organization for Probe Card products.

You will own service strategy, delivery, and customer outcomes while guiding a team across regions to improve uptime, MTTR, and customer satisfaction. The role emphasizes cross-functional collaboration with Engineering, Operations, Sales, Product Management, Quality, and Service Centers, and aims to scale support for high-volume manufacturing and new