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Position:
Global Service Director, Probes
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Job Id:
5828
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# of Openings:
1
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Global Service Director, Probes
FormFactor, Inc
Livermore, CA
In a world driven by the increased demand of technology, semiconductor manufacturers require a trusted partner to pioneer the frontiers of advanced integrated circuits (ICs). FormFactor, Inc (FFI) is the world's leading supplier of semiconductor test and measurement products that power electronic systems used in computing, consumer-technology, automotive, Artificial Intelligence (AI) and other applications. Our cutting-edge solutions are the driving force behind the testing of ICs that power electronic systems across computing, consumer technology, automotive, Artificial Intelligence (AI), and myriad other applications.
As a leading player in the semiconductor industry, FormFactor actively seeks out individuals who are not just employees, but passionate contributors eager to thrive in an ever-evolving landscape. At FormFactor, we are not just shaping the future of semiconductors; we are rewriting the narrative of innovation itself.
Our commitment extends beyond the technical realm to the very fabric of our culture. 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. Join us in experiencing the exhilaration of collaborating with a dynamic team, pushing the boundaries of what's possible, and contributing to a workplace where your voice is not just heard but valued and empowered. Become an integral part of our journey as we collaboratively Form Our Future Together, setting the stage for a new era in semiconductor excellence.
Position Overview: The Global Service Director is a senior leadership role responsible for managing and optimizing global service operations supporting our probes products across all regions. This role ensures that services meet customer expectations, align with business goals, and are delivered efficiently and effectively worldwide. The director is also accountable for driving operational excellence, maintaining service quality, and ensuring consistent customer satisfaction.
Key Responsibilities:
- Service Strategy and Leadership:
- Develop and execute global service strategies aligned with company objectives and market demands.
- Provide leadership and direction to regional service teams, ensuring alignment with global objectives.
- Foster a culture of continuous improvement within service operations, focusing on process efficiency and customer satisfaction.
- Work closely with executive leadership to identify and implement service-related initiatives that contribute to business growth.
- Service Operations Management:
- Oversee global service operations, ensuring all regions adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor global service performance, identify trends, and implement corrective actions as necessary to optimize service delivery.
- Manage budgets, resource allocation, and forecasting for the global service function.
- Lead the development of global service standards, policies, and best practices to ensure consistency and quality across all markets.
- Customer Relationship Management:
- Build and maintain relationships with key global clients, understanding their needs and ensuring high levels of customer satisfaction.
- Address and resolve escalated customer issues on a global scale, ensuring timely resolution and maintaining positive client relations.
- Conduct regular service reviews with customers to ensure expectations are met and identify areas for improvement.
- Team Development and Collaboration:
- Lead, mentor, and develop a global service team, fostering a collaborative and high-performance culture.
- Ensure that the global service teams are adequately trained and equipped with the necessary tools and knowledge to meet customer needs.
- Collaborate with cross-functional teams, including sales, operations, and product development, to deliver a seamless service experience.
- Innovation and Continuous Improvement:
- Identify opportunities for innovation and process improvements that can enhance service delivery and efficiency.
- Leverage data and analytics to monitor service trends and performance, using insights to inform decision-making and drive improvements.
- Stay updated on industry trends and best practices to ensure the company's service operations remain competitive.
- Global Expansion and Market Adaptation:
- Manage the adaptation of service offerings for new global markets, ensuring localized services are delivered efficiently.
- Work closely with local teams to ensure services are culturally appropriate and meet the needs of diverse customer bases.
- Drive service excellence during periods of global expansion, ensuring smooth service transitions.
Qualifications:
- Bachelor's degree in business, Operations, or related field (Master's preferred).
- Proven experience (typically 8-12 years) in senior service management roles with global responsibility.
- Strong background in service operations, customer satisfaction, and team leadership.
- Experience in leading cross-functional teams in a global, multi-regional context.
- Excellent communication, problem-solving, and strategic thinking skills.
- Ability to manage complex, high-stakes situations and deliver results under pressure.
- Knowledge of service management tools, processes, and platforms (e.g., ITIL, CRM software, etc.).
Desired Skills:
- Multilingual abilities (if relevant to global markets).
- Expertise in process optimization, quality control, and customer experience improvement.
- Strong understanding of financial management, including budgeting and forecasting.
- Experience with semiconductor industry regulations and compliance standards
Working Conditions:
- This position will require international travel.
- Flexible work environment depending on global team and business needs.
The pay range for this role in Livermore, CA is between $192,000 and $252,000. The pay range may differ in other locations. FormFactor maintains broad salary ranges for its roles in order to account for variations in education, training, skills, relevant work experience, business needs and market demands. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Benefits offered for this role include medical, dental, vision, EAP, short-term and long-term disability, life insurance, flexible spending and savings accounts, 401(k), ESPP and paid time off.
FormFactor is committed to providing a work environment where everyone is treated with dignity and respect. We are an Equal Employment Opportunity (EEO) employer and are committed to compliance with all Federal, State, and local laws that prohibit employment discrimination on the basis of age, race, color, sex (including breastfeeding and related conditions), gender (including gender identity and gender expression), national origin, ancestry, sexual orientation, religion, physical or mental disability, marital status, registered domestic partner status, medical condition, military or veteran status, genetic characteristics or information, or any other legally protected characteristic. These protections extend to all employment and management decisions including, but not limited to, recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions and terminations, and all other terms and conditions of employment.
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Apply for this Position
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FormFactor, Inc.
life insurance, paid time off, 401(k)
Mar 05, 2025