Director of Probes Field Service

Formfactor

. Lead FormFactor's global field service organization supporting Probe Card products and customers .

Posted 10/26/2026full-timeRemote • California • United StatesLead💰 $183,400 - $240,765 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global field service organizations, optimizing operational performance, and enhancing customer satisfaction through strategic planning and execution. Proficient in managing service delivery, resource allocation, and continuous improvement initiatives within semiconductor environments.

Highest-signal resume keywords

Global Field Service LeadershipCustomer Satisfaction ManagementSemiconductor Equipment SupportOperational Metrics ManagementLean Six Sigma Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Field Service StrategyService Delivery PerformanceOperational ExecutionTechnical Service LeadershipBudget ManagementRoot-Cause AnalysisService ReadinessCapacity ModelingPerformance Metrics OptimizationCustomer Engagement

Soft Skills

Team LeadershipMentoringEmployee EngagementCollaborationCommunication

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Semiconductor ManufacturingProbe CardsWafer TestFoundryIDMFablessOSATHigh-Volume ManufacturingService InfrastructureCustomer Support

About the role

Key responsibilities & impact

Lead FormFactor's global field service organization supporting Probe Card products and customers
Own field service strategy, operational execution, customer satisfaction, field resource planning, service readiness, and service delivery performance across a global service network
Ensure scalable support for production and development customers and drive consistent service standards worldwide
Partner with Engineering, Operations, Sales, Product Management, Quality, and Service Centers
Lead a global team of Field Service Engineers and regional service leaders
Drive initiatives to improve uptime, reduce repair cycle times, increase customer satisfaction, and support revenue growth
Establish service delivery strategies aligned with business growth objectives and customer requirements
Develop organizational capabilities, workforce plans, and succession strategies
Own field service performance, customer satisfaction, and service execution
Develop 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 customer experience
Establish capacity models, staffing plans, and geographic coverage strategies
Optimize field service resource deployment
Standardize field service processes, reporting, and operational metrics
Coordinate on-site service teams, regional service centers, and technical support organizations
Manage service readiness for new site launches and expanded customer support programs
Collaborate with Sales and Account Teams on service requirements for major opportunities
Establish escalation processes and resolution standards with Technical Support Engineering
Ensure timely resolution of complex customer issues and systemic product concerns
Lead field feedback loops to improve product quality, reliability, and serviceability
Champion root-cause analysis and corrective action initiatives
Develop annual operating plans, headcount models, and investment proposals
Drive operational KPIs including customer satisfaction, response time, first-time right, MTTR, revenue performance, service margin, productivity, and escalation closure
Support service revenue growth through value-added offerings and operational excellence initiatives
Participate in strategic planning for 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

Requirements

What you’ll need

Bachelor's degree in Engineering, Business, or related technical discipline; or 10 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience
Minimum of 12+ years of relevant experience in leadership roles, with a Bachelor’s degree
Technical service, field operations, semiconductor equipment, or customer support leadership experience
Experience leading global service organizations and multi-regional teams
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
Knowledge of Foundry, IDM, Fabless, and OSAT business models
Experience building global service organizations and support infrastructure
Lean, Six Sigma, or continuous improvement certification

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
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