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Formfactor
Formfactor
11 – 50 Angajați
Sponsor pentru viza H1BConsultanțăEducațieRecrutare
Formfactor este o școală de design de produs din Rusia, care se adresează designerilor aflați la început de drum și celor cu experiență prin educație, consiliere profesională și programe axate pe recrutare. Oferta sa include consultații de carieră, evaluări ale competențelor, planuri de învățare personalizate și trasee distincte pentru dezvoltarea competențelor și plasarea în muncă, inclusiv o opțiune cu garanție de angajare descrisă de organizație. Formfactor sprijină, de asemenea, o comunitate extinsă de designeri și îi ajută pe cursanți să își construiască sau să își dezvolte cariera în designul de produs.
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Locurile de muncă ale companiei

Director of Technical Support Engineering - California Remote

Lead FormFactor’s global technical support engineering function for semiconductor test and measurement products. Own escalations, service readiness, reliability, training, and worldwide customer issue resolution.

USStatele Unite ale AmericiiCACalifornia
192.400 $ – 252.525 $ / an
RemoteNormă întreagăLiderLimbă Obligatorie: englezăInginer de suport

Descriere

  • Lead the global Technical Support Engineering organization across all product lines
  • Build and manage a structured, multi-tier technical escalation process
  • Own executive-level customer escalations and systemic product performance issues
  • Direct root-cause investigations and corrective actions to reduce customer downtime
  • Set service engineering standards, troubleshooting practices, and operational methods
  • Maintain expertise spanning hardware, software, applications, and manufacturing processes
  • Oversee advanced troubleshooting, failure analysis, and corrective action initiatives
  • Connect Service, Engineering, Manufacturing, and Product Management on technical matters
  • Improve product reliability, serviceability, and the overall customer experience
  • Create regional support strategies for product deployments worldwide
  • Standardize technical practices across support, repair, and partner organizations
  • Develop troubleshooting procedures, service documentation, and repair methods
  • Establish service qualification requirements before field deployment
  • Coordinate knowledge transfer and capability building with field service leadership
  • Lead the global technical training and certification strategy
  • Define technical competency frameworks and career development paths
  • Develop knowledge management systems and technical documentation infrastructure
  • Set and track technical support performance indicators
  • Lead improvement programs targeting quality, efficiency, and customer experience
  • Use operational data, customer feedback, and performance metrics to prioritize improvements
  • Recruit, coach, and develop global Technical Support Engineers and subject matter experts
  • Promote a customer-centered, collaborative, and accountable team culture
  • Plan succession and develop technical talent across the organization
  • Lead cross-functional programs that strengthen organizational performance and customer outcomes

Cerințe

  • At least 12 years of relevant leadership experience with a bachelor’s degree, 10 years with a master’s degree, 8 years with a PhD, or equivalent experience
  • Degree in electrical engineering, mechanical engineering, physics, semiconductor engineering, or a related technical field
  • Background in technical engineering, customer support, field service, semiconductor equipment, or a related area
  • Experience managing technical engineering or support organizations
  • Track record leading global technical teams in complex, customer-facing environments
  • Knowledge of semiconductor manufacturing, testing, measurement, wafer probing, or adjacent semiconductor capital equipment markets
  • Experience supporting products from new product introduction through sustaining engineering and end of life
  • Advanced capability in troubleshooting and root-cause analysis
  • Experience with product lifecycle management
  • Experience with failure analysis and FMEA
  • Knowledge of service readiness and Design for Serviceability methods
  • Experience managing technical escalations
  • Familiarity with reliability engineering and continuous improvement tools
  • Strong understanding of quality systems and customer support operations
  • Customer-first mindset with a commitment to service excellence
  • Strategic judgment paired with disciplined operational execution
  • Demonstrated ownership of business outcomes and accountability for results
  • Ability to lead and align global teams through influence
  • Excellent communication and executive presentation skills
  • Ability to develop and motivate high-performing technical teams

Beneficii

  • 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

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