Director, Technical Support Engineering

Job not on LinkedIn

🔥 1 minute ago

🏄 California – Remote

🏄 California – Remote

💵 $192.4k - $252.5k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

🦅 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 Technical Support Engineering organization supporting all product lines • Establish and manage a structured multi-level technical escalation process • Serve as executive owner for complex customer escalations and systemic product performance issues • Drive root-cause analysis and corrective actions to minimize customer downtime • Establish service engineering standards, best practices, and troubleshooting methodologies • Develop and maintain product expertise across hardware, software, applications, and manufacturing processes • Oversee advanced troubleshooting, failure analysis, and corrective action programs • Act as the technical bridge between Service, Engineering, Manufacturing, and Product Management • Drive improvements in product reliability, serviceability, and customer experience • Develop global support strategies for product deployment across regions • Ensure technical consistency across support centers, repair centers, and partner organizations • Create standardized troubleshooting procedures, service documentation, and repair methodologies • Define service qualification criteria before field deployment • Partner with field service leadership on knowledge transfer and capability development • Own global technical training strategy and certification programs • Develop technical competency models and career development pathways • Build knowledge management systems and technical documentation infrastructure • Define and measure technical support KPIs • Drive continuous improvement projects focused on quality, efficiency, and customer experience • Use data, Voice of Customer feedback, and operational metrics to guide improvements • Build, coach, and develop a global team of Technical Support Engineers and Subject Matter Experts • Foster a customer-focused, collaborative, and accountable culture • Establish succession plans and technical talent development programs • Lead cross-functional initiatives improving organizational effectiveness and customer outcomes

🎯 Requirements

• 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 • Degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or related technical discipline • Technical engineering, customer support, field service, or semiconductor equipment experience • Leadership experience managing technical engineering or support organizations • Proven experience leading global technical teams in a complex, customer-facing environment • Strong understanding of semiconductor manufacturing, test, measurement, wafer probing, or adjacent semiconductor capital equipment markets • Experience supporting products across the full lifecycle from NPI through sustaining engineering and end-of-life • Advanced troubleshooting and root-cause analysis expertise • Product lifecycle management experience • Failure Analysis and FMEA experience • Service readiness and Design for Serviceability methodologies • Technical escalation management • Reliability engineering and continuous improvement tools • Strong understanding of quality systems and customer support processes • Strong customer focus and commitment to service excellence • Strategic thinking with operational execution discipline • Ownership and accountability for business results • Ability to lead through influence across global organizations • Exceptional communication and executive presentation skills • Proven ability to develop and inspire high-performing technical teams

🏖️ 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