Director, Systems Field Service

Job not on LinkedIn

🔥 2 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $183.4k - $240.8k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Formfactor

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📚 Education

🎯 Recruiter

Consulting • Education • Recruitment

Formfactor is a product design school based in Russia that offers training programs for aspiring and experienced designers, including job-placement (employment guarantee) and skills-development tracks. The organization runs career consultations, skills assessments, tailored learning programs, and has a large community of designers. Their services are aimed at individuals seeking to start or advance a career in product design.

📋 Description

• 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

• 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

• 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