Director of Probes Field Service

Vaga não está no LinkedIn

🕒 Outubro 26

🏄 California – Remoto

🏄 California – Remote

💵 $183.400 - $240.765 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Formfactor

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

📚 Educação

🎯 Recrutamento

Consulting • Education • Recruitment

A Formfactor é uma escola de design de produtos com sede na Rússia que oferece programas de formação para designers aspirantes e experientes, incluindo trilhas de desenvolvimento de habilidades e garantia de colocação profissional. A organização conduz consultas de carreira, avaliações de habilidades, programas de aprendizado personalizados e possui uma grande comunidade de designers. Seus serviços são direcionados a indivíduos que buscam iniciar ou avançar em uma carreira em design de produtos.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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

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