{"id":3309948,"url":"https://alion.io/job/formfactor-director-systems-field-service","title":"Director, Systems Field Service","company":{"id":4792,"name":"FormFactor","domain":"formfactor.com","url":"https://alion.io/company/formfactor","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":16,"ghost_share":0,"stale_share":0.688,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":183400,"max":240765,"currency":"USD","period":"year","gross":null,"usd_annual":240765},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-28T04:26:53Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Forming Our Future together\nFormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle - from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor’s products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America.\nRooted in our core values - Focus on the Customer, Ownership & Accountability, Respectfully & Effectively Communicate, and Motivate & Develop People - we foster an environment where diverse perspectives are not only welcomed but celebrated. Everyone can make an impact here. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter.\nShift:\nThe regular hours for this position are day shift.Job Description:\nPosition Summary\nThe Director, Systems Field Service is responsible for leading FormFactor's global field service organization supporting Systems capital equipment products and customers. This leader owns field service strategy, operational execution, customer satisfaction, field resource planning, service readiness, and service delivery performance across a global service network.\nThe position is accountable for ensuring scalable support for production and development customers, driving consistent service standards worldwide, improving operational efficiency, and partnering closely with Engineering, Operations, Sales, Product Management, Quality, and Service Centers to deliver exceptional customer outcomes.\nThe Director will lead a global team of Field Service Engineers and regional service leaders while driving continuous improvement initiatives that improve uptime, reduce repair cycle times, increase customer satisfaction, and support revenue growth.\nKey Responsibilities:\nGlobal Field Service Leadership\nLead the global Systems Field Service organization across North America, Asia, Europe, and other key customer regions.\nEstablish service delivery strategies aligned with business growth objectives and customer requirements.\nDevelop organizational capabilities, workforce plans, and succession strategies to support future growth.\nDrive a culture of accountability, customer focus, operational excellence, and continuous improvement.\nCustomer Support & Service Delivery\nOwn field service performance, customer satisfaction, and service execution.\nEnsure field support readiness for high-volume manufacturing, new customer ramps, and strategic programs.\nDevelop and maintain customer-specific service delivery plans for key accounts.\nLead executive-level customer engagements during critical escalations and business reviews.\nMonitor and improve uptime, MTTR, service responsiveness, and overall customer experience.\nField Operations Management\nEstablish capacity models, staffing plans, and geographic coverage strategies.\nOptimize field service resource deployment to align with customer demand and service commitments.\nDrive standardization of field service processes, reporting, and operational metrics.\nEnsure effective coordination between on-site service teams, regional service centers, and technical support organizations.\nManage global service readiness for new site launches and expanded customer support programs.\nCollaborate with Sales and Account Teams to define service requirements for major customer opportunities.\nTechnical Support & Escalations\nPartner with Technical Support Engineering to establish escalation processes and resolution standards.\nEnsure timely resolution of complex customer issues and systemic product concerns.\nLead field feedback loops that continuously improve product quality, reliability, and serviceability.\nChampion root-cause analysis and corrective action initiatives across the organization.\nService Strategy & Business Performance\nDevelop annual operating plans, headcount models, and investment proposals.\nDrive achievement of operational KPIs, including:Customer Satisfaction\nResponse Time\nFirst-Time Right\nMTTR\nRevenue Performance\nService Margin\nProductivity\nEscalation Closure\n\nSupport service revenue growth through value-added service offerings and operational excellence initiatives.\nParticipate in strategic planning for future service infrastructure, service centers, and on-site support models.\nTalent Development\nRecruit, mentor, and develop a high-performing global service team.\nEstablish global training, certification, and competency programs.\nBuild leadership capability across regional service organizations.\nFoster employee engagement and career development throughout the service organization.\nPreferred Qualifications & Experience:\nBachelor's degree in Engineering, Business, or related technical discipline.\nExperience in technical service, field operations, semiconductor equipment, or customer support leadership experience.\nExperience leading global service organizations and multi-regional teams.\nDemonstrated experience supporting semiconductor manufacturing, test, or advanced technology environments.\nStrong business acumen with experience managing budgets, operational metrics, and strategic initiatives.\nProven success leading customer escalations and executive-level customer engagements.\nExperience with semiconductor capital equipment, wafer test, or related test technologies.\nExperience supporting high-volume manufacturing environments.\nKnowledge of Foundry, IDM, Fabless, and OSAT business models.\nExperience building global service organizations and support infrastructure.\nLean, Six Sigma, or continuous improvement certification.\nKey Success Metrics:\nCustomer Satisfaction (CSAT)\nService-Level Achievement\nMean Time to Repair (MTTR)\nFirst-Time Right (FTR)\nEscalation Closure Performance\nField Productivity\nEmployee Engagement\nTraining and Certification Compliance\nOperational Cost Efficiency\nLeadership Competencies:\nStrategic Thinking\nCustomer Focus\nOperational Excellence\nGlobal Leadership\nTalent Development\nChange Management\nCross-Functional Collaboration\nExecutive Communication\nDecision Making\nAccountability\nSkills:\nAccountability, Change Management, Collaboration, Customer-Focused, Decision Making, Executive Communications, Global Leadership, Operational Excellence, Strategic Thinking, Talent DevelopmentEducation & Experience:\nMinimum 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 | RequiredPay Range:\n$183,400.00 - $240,765.00Pay Range Explained:\nThis role in Livermore, California pays between $183,400.00 and $240,765.00 per year, depending on your experience, skills, and background. Pay may vary in other locations. We offer a full benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with company match, employee stock purchase plan (ESPP), and paid time off. You’ll also be eligible for quarterly profit-sharing bonuses and flexible spending or savings accounts.Equal Employment Opportunity Statement\nFormFactor is an equal opportunity employer. FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation.\nFor roles that are designated as remote-eligible, employees cannot be located in: AL, AK, AR, DE, GA, HI, IL, IA, LA, ME, MD, MS, MO, NE, NV, NJ, NM, ND, OK, PA, RI, SC, SD, TN, WV, WI, WY. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. 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