Director, Systems Field Service

Formfactor

. Lead FormFactor's global Systems Field Service organization across North America, Asia, Europe, and other key customer regions .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading global service organizations, optimizing operational metrics, and driving customer satisfaction in semiconductor manufacturing environments. Proven ability to develop workforce plans, establish service delivery strategies, and manage escalations effectively.

Highest-signal resume keywords

Global Service LeadershipCustomer Engagement ManagementOperational ExcellenceSemiconductor Equipment ExperienceLean Six Sigma Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Field Service Performance ManagementOperational KPI DevelopmentService Delivery StrategyTechnical Service LeadershipBudget ManagementRoot-Cause AnalysisCapacity ModelingStaffing PlansService Margin OptimizationHigh-Volume Manufacturing Support

Soft Skills

Customer FocusAccountabilityEmployee EngagementMentoringCollaboration

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Semiconductor ManufacturingField OperationsFoundryIDMFablessOSATWafer TestAdvanced Technology EnvironmentsService InfrastructureCustomer Support Leadership

About the role

Key responsibilities & impact

Lead FormFactor's 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
Drive accountability, customer focus, operational excellence, and continuous improvement
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 customer experience
Establish capacity models, staffing plans, and geographic coverage strategies
Optimize field service resource deployment and standardize processes, reporting, and operational metrics
Coordinate 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 on service requirements for major customer opportunities
Establish escalation processes and resolution standards with Technical Support Engineering
Lead resolution of complex customer issues and systemic product concerns
Drive field feedback loops, root-cause analysis, and corrective actions
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; or 10 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience
Experience in technical service, field operations, semiconductor equipment, or customer support leadership
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 capital equipment, 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