Director, Technical Support Engineering

About this role

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.
Shift:
The regular hours for this position are day shift.Job Description:
The Director of Technical Support Engineering is responsible for leading FormFactor's global technical support engineering function, serving as the highest level of product and application expertise within the service organization. This leader drives technical escalation management, service readiness, engineering collaboration, and customer issue resolution across a global network of field, regional, and factory service teams.

The role provides strategic leadership for product technical support, advanced troubleshooting, failure analysis, NPI service readiness, service documentation, training standards, and continuous improvement initiatives. Working closely with Engineering, Product Management, Manufacturing, Quality, and Global Service Operations, the Director ensures customers receive world-class technical support throughout the product lifecycle while enabling scalable and profitable service delivery.
Key Responsibilities:

Technical Support Leadership

• Lead the global Technical Support Engineering organization supporting all FormFactor 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 rapid root-cause analysis and corrective actions to minimize customer downtime.

• Establish service engineering standards, best practices, and troubleshooting methodologies.

Product Technical Expertise

• Develop and maintain deep 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 continuous improvements in product reliability, serviceability, and customer experience.

Global Service Readiness

• Develop global support strategies to enable successful product deployment across all regions.

• Ensure technical consistency across site support centers, regional service centers, factory repair centers, and partner organizations.

• Create standardized troubleshooting procedures, service documentation, and repair methodologies.

• Define service qualification criteria prior to field deployment.

• Partner with field service leadership to ensure effective knowledge transfer and capability development.

Training and Knowledge Management

• Own global technical training strategy and certification programs.

• Develop technical competency models and career development pathways.

• Build scalable knowledge management systems and technical documentation infrastructure.

• Ensure field engineers and regional teams have the technical expertise required to support customers independently.

Operational Excellence

• Define and measure technical support KPIs including:

• Escalation closure time

• Root cause completion rate

• First-time resolution rate

• Product reliability trends

• Service readiness metrics

• Customer satisfaction outcomes

• Drive continuous improvement projects focused on quality, efficiency, and customer experience.

• Utilize data, Voice of Customer feedback, and operational metrics to guide improvement initiatives.

Leadership and Team Development

• 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 that improve organizational effectiveness and customer outcomes.

Preferred Qualifications & Experiences:

• Degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or related technical discipline.

• Master's degree preferred.

• 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.

Technical Competencies:

• 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.

Leadership Competencies:
Successful candidates will demonstrate:

• Strong customer focus and commitment to service excellence.

• Strategic thinking with operational execution…