About this role
The Industrialization Engineer acts as a key interface between Development & Engineering (D&E) and Customer Support (CS), translating technical knowledge into standardized service procedures. The role focuses on procedure development, validation, knowledge transfer (KT), and continuous improvement to support high-quality service execution across the global CS organization.
This role must be able to work onsite in San Jose on a regular basis.
Key Responsibilities
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Work closely with D&E and serve as the primary interface between D&E and Customer Support teams to transform technical knowledge and SOPs into standardized service procedures.
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Support on-site testing and validation activities to build product and system knowledge, enabling effective procedure development and knowledge transfer to Customer Support teams.
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Develop, maintain, and continuously improve service procedures to ensure accuracy, usability, and alignment with the latest product and service requirements.
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Monitor field feedback, analyze improvement opportunities, and resolve procedure-related comments in a timely manner to maintain procedure quality.
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Collaborate with cross-functional stakeholders, including D&E, Factory, and Customer Support teams, to ensure successful procedure deployment and adoption.
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Meet individual performance objectives by consistently delivering at least one procedure creation and four procedure comment resolutions per week.
Required Qualifications
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Bachelor's degree or above in Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Mechatronics, Physics, or a related technical discipline.
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Strong analytical and problem-solving skills.
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Ability to interpret technical information and convert it into clear, structured documentation.
Confidential
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Strong communication and stakeholder management skills.
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Fluent in English, both written and verbal.
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Willingness to travel for testing, validation, and customer support activities when required.