Director, Systems Field Service at FormFactor

Job description

Forming Our Future together FormFactor, Inc. (NASDAQ: 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. Everyone can make an impact here. 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. Job Description: Position Summary The Director, Systems Field Service is responsible for leading FormFactor's global field service organization supporting Systems capital equipment 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. The Director will lead a global team of Field Service Engineers and regional service leaders while driving continuous improvement initiatives that improve uptime, reduce repair cycle times, increase customer satisfaction, and support revenue growth. Key Responsibilities: Global Field Service Leadership Lead the global Systems 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 Establish capacity models, staffing plans, and geographic coverage strategies. Optimize field service resource deployment to align with customer demand and service commitments. Drive standardization of field service processes, reporting, and operational metrics. 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. Champion root-cause analysis and corrective action initiatives across the organization. S