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The Sr. Principal Field Service Engineer serves as a senior technical expert responsible for the installation, qualification, troubleshooting, optimization, maintenance, and support of FormFactor semiconductor probe card systems and related test interface solutions. This role partners closely with semiconductor manufacturers, wafer test engineering teams, Product Engineering, Manufacturing, and Quality organizations to ensure product performance, reliability, and customer satisfaction.

As an advanced professional individual contributor, the Sr. Principal Field Service Engineer independently manages complex technical issues, drives root cause investigations, supports new product introductions, and provides expert-level guidance to customers and internal stakeholders. This position plays a critical role in improving product performance, strengthening customer relationships, and supporting business growth through exceptional technical service. The role requires extensive domestic and international travel to customer sites.

Key Responsibilities:

Customer Support & Field Service Operations

• Perform preventive and corrective maintenance activities at customer sites to ensure optimal product performance and reliability.

• Install, configure, qualify, and support FormFactor probe card systems, accessories, and related test interface products, including final system acceptance according to established procedures.

• Respond to customer service requests and provide timely technical support through onsite visits, telephone, email, and remote diagnostic tools.

• Complete service reports, work orders, and other required documentation accurately and in accordance with company standards.

• Serve as the primary technical contact for assigned customer accounts and strategic customer programs.

• Maintain a high level of customer satisfaction through professional communication, responsiveness, and technical expertise.

Troubleshooting & Technical Problem Resolution

• Diagnose and resolve complex probe card performance, hardware, electrical, mechanical, and process-related issues in customer production environments.

• Lead onsite and remote troubleshooting efforts using structured problem-solving methodologies and engineering best practices.

• Drive containment actions, corrective actions, and long-term solutions to minimize customer impact and prevent recurrence.

• Analyze field performance data, identify trends, and recommend product or process improvements.

• Support field investigations associated with customer-reported issues, product returns, and reliability concerns.

Product Performance & Continuous Improvement

• Partner with Product Engineering, Manufacturing Engineering, Quality, Reliability, and Program Management teams to improve product performance, serviceability, and reliability.

• Provide voice-of-customer feedback and field performance insights to support product enhancements and future development efforts.

• Support new product introductions by assisting with field readiness, customer evaluations, qualifications, and early production deployments.

• Identify opportunities to improve service delivery, operational effectiveness, and customer support processes.

• Contribute to service strategy, continuous improvement initiatives, and customer satisfaction programs.

Cross-Functional Collaboration

• Work closely with Engineering, Product Management, Manufacturing, Sales, and Customer Support teams to resolve complex customer issues and support business objectives.

• Communicate technical findings, risks, corrective actions, and recovery plans to customers, management, and internal stakeholders.

• Support factory investigations and root cause analyses related to field failures and customer escalations.

• Participate in customer reviews, technical meetings, and cross-functional project teams as required.

Technical Leadership & Knowledge Sharing

• Provide advanced technical guidance and mentorship to Field Service Engineers and support personnel.

• Conduct technical training and instruction for Field Service Engineers, customers, and end users.

• Participate in training, certification, and professional development activities to maintain expertise on FormFactor products and semiconductor test technologies.

• Act as a technical resource for complex service escalations and critical customer situations.

• Contribute to the development of service procedures, troubleshooting guides, and technical documentation.

Quality, Compliance & Safety

• Ensure compliance with company quality standards, service procedures, customer requirements, and applicable safety regulations.

• Maintain accurate service records, installation documentation, and field activity reports.

• Promote safe work practices while operating within customer manufacturing environments and company facilities.

• Escalate quality, reliability, safety, or customer satisfaction concerns to appropriate stakeholders when necessary.