Sr Director, Field Service

Forming Our Future together

FormFactor, 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.

Rooted 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.

Job Description:

• Lead, coach, and develop a geographically dispersed Probes Field Service team in Taiwan
• Establish and manage service resource planning.
• Continuously enhance the technical capabilities of the Taiwan Service Team to meet customer service requirements.
• Lead and manage the critical escalations and work with HQ and customers to deliver efficient solutions.
• Promote Voice of the Customer (VOC) initiatives to support continuous improvement.
• Manage and improve Service Level Agreement (SLA) achievement rates.
• Foster a culture of safety, accountability, collaboration, customer focus, and continuous improvement.

• Serve as the primary escalation point for customer service and operational issues.
• Establish and maintain strong relationships with customer management, engineering, operations, and executive stakeholders.
• Partner with customers to improve service delivery, and operational outcomes.

• Manage day-to-day service operations, ensuring effective utilization of personnel and resources.
• Drive timely resolution of escalated technical and operational issues.

• Identify opportunities to improve service efficiency, productivity, quality, and customer satisfaction.
• Use data and performance metrics to drive fact-based decision-making.
• Promote knowledge sharing and continuous learning across service teams.

 

Requirements

• Bachelor’s or Master’s degree in Engineering or equivalent

• Minimum 10+ years of service leadership experience in the Wafer Test or Semiconductor Industry.

• Demonstrated ability to manage priorities, resolve escalations, and coordinate resources in a fast-paced environment.
• Strong communication, organizational, problem-solving, and decision-making skills.

• Experience leading geographically dispersed teams.
• Ability to effectively leverage industry and competency resources as well as our business units to advance srevice delivery and  relationships.
• Proven record in cultivating client relationships throughout the service delivery process for mutual long term success.
• Possess and demonstrate in-depth knowledge of industry solutions to uncover needs and create value based solutions for the customer.  Proactively maintain expertise of the industry and competitive landscape and successfully articulate competitive differentiators which will drive value for the customer.
• Excellent information gathering skills to communicate customer business needs. Ability to develop business solutions for customers and communicate them through written proposals and presentations.

Skills:

Education & Experience:

Minimum of 14+ years of related experience, including leadership roles, with a Bachelor’s degree; or 12 years and a Master’s degree; or a PhD with 10 years experience; or equivalent experience | Required