SDM Engineer

Foxconn-Pce-Technology; Santa Clara (CA); On-site; USD 115,000 - 140,000; Full time

Job summary

Foxconn-Pce-Technology seeks an SDM Engineer to oversee the Service Desk in a manufacturing environment, ensuring SLA achievement and high-quality end-user support. You will lead senior technicians, manage escalations, drive process improvements, and coordinate with cross-functional teams to maintain production system availability.

This role requires a Bachelor’s degree in CS or related field and at least 3 years in technical support within manufacturing, plus experience with ticketing,

Qualifications

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, or a related technical field.
• Minimum of 3 years of experience in technical support in Manufacturing areas.
• Experience with ticketing platforms and Basic programming training.
• Experience with monitoring tools, incident management systems, and remote support platforms.

Responsibilities

• Provide strategic leadership for the Service Desk operation by establishing short- and long-term goals, aligning service delivery strategies with business and IT objectives, and ensuring high-quality support services that meet organizational needs and SLAs.
• Lead, mentor, and manage senior technicians and team leads with development plans and performance reviews.
• Analyze service trends, recurring incidents, and failure patterns to identify root causes and implement preventive measures.
• Ensure accurate documentation of incidents, service requests, and resolutions within the ticketing platform and maintain knowledge articles.
• Identify opportunities to improve service desk processes, tools, and workflows and drive continuous improvement initiatives.
• Provide advanced technical support including basic SQL troubleshooting, data analysis, and support for production systems to maintain availability.
• Coordinate escalations to second- and third-level teams, vendors, and stakeholders for timely resolutions.
• Provide on-site leadership for high-priority issues and coordinate cross-functional response efforts.
• Develop and deliver technical training and knowledge-sharing programs to enhance team capabilities and adherence to ITIL-like processes.
• Serve as primary incident manager during major incidents with communications and post-incident reviews.

Skills

SQL troubleshooting

Data analysis

Incident management

Team leadership

Remote support

Monitoring tools

Ticketing platforms

Education

Bachelor's degree in computer science or related field

Tools

Ticketing platforms

Monitoring tools

Remote support platforms

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

All Salaried exempt employees Full-Time Santa Clara, CA, US

Salary Range: $115,000.00 To $140,000.00 Annually

Company Overview:

Established in Taiwan in 1974, Hon Hai Technology Group, commonly known as Foxconn, is the world’s largest electronics manufacturer and leading provider of technological solutions with a network of over 233 campuses across 24 countries. In the US, Foxconn employs 8,000 across 56 different sites with manufacturing operations in Virginia, Wisconsin, Ohio, Indiana, Texas, and California. As of 2025, Foxconn ranks 28 th among the Fortune Global 500 and reported revenue of approximately USD $259 billion.

The company’s diverse product offerings span four major segments: smart consumer electronics, cloud, and networking solutions, computing, and various other components. Foxconn makes 40% of the consumer electronics that we find in our everyday lives. In recent years, Hon Hai has adopted the 3+3 strategy, focusing on three emerging industries - electric vehicles, digital health solutions, and robotics - while leveraging three key technologies: next-generation communications, artificial intelligence (AI), and semiconductors. Together, these initiatives position the company as a leader in innovation for the 21st century.

Hon Hai Technology Group is deeply committed to championing environmental sustainability within its manufacturing processes. By integrating sustainability into its operations framework, the company strives to serve as a best-practice model for global enterprises, enhancing corporate responsibility while meeting the growing demand for environmentally conscious production methods.

Job Summary:

The SDM Engineer is to oversee the daily operations of the Service Desk, ensuring efficient, timely, and high-quality support to end users. This role is responsible for meeting SLA commitments, driving continuous improvement in incident management, and serving as a liaison between the technical team and other business areas. It plays a key role in maintaining operational continuity in a manufacturing environment.

Duties and Responsibilities:

• Provide strategic leadership for the Service Desk operation by establishing short- and long-term goals, aligning service delivery strategies with business and IT objectives, and ensuring high-quality support services that meet organizational needs and service level agreements (SLAs).
• Lead, mentor, and manage senior technicians and team leads by developing individualized development plans, conducting regular performance reviews, providing coaching and feedback, and implementing succession planning to build a high-performing service organization.
• Analyze service trends, recurring incidents, and failure patterns to identify root causes, recommend strategic improvements, and implement preventive measures that reduce incident volumes, improve operational efficiency, and achieve global service performance KPIs.
• Ensure accurate and comprehensive documentation of incidents, service requests, and resolutions within the ticketing platform, maintaining knowledge articles and documentation standards to improve service consistency, knowledge sharing, and future issue resolution.
• Identify opportunities to improve service desk processes, tools, and support workflows by evaluating current operations, implementing best practices, automating repetitive tasks, and driving continuous improvement initiatives that enhance service quality and customer satisfaction.
• Ensure the team provides advanced technical support, including basic SQL troubleshooting, query execution, data analysis, and support for business-critical production systems, while maintaining system availability and minimizing operational disruptions.
• Manage and coordinate escalations to second- and third-level support teams by facilitating communication between internal technical teams, vendors, and stakeholders, ensuring timely issue resolution and minimizing business impact for critical incidents.
• Provide on-site leadership and technical support for high-priority operational issues by coordinating cross-functional response efforts, restoring services as quickly as possible, and ensuring effective communication throughout the incident management process.
• Develop and deliver technical training, coaching, and knowledge-sharing programs to enhance team capabilities, foster a culture of service excellence, promote continuous learning, and ensure adherence to established service management processes and best practices.
• Serve as the primary incident manager during major incidents by leading incident response activities, coordinating technical teams, providing timely executive and stakeholder communications, conducting post-incident reviews, and driving corrective actions to prevent recurrence.

Education:

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, or a related technical field.

Experience:

• Minimum of 3 years of experience in technical support in Manufacturing areas.
• Experience with ticketing platforms and Basic programming training.
• Experience with monitoring tools, incident management systems, and remote support platforms,

EEOC Statement

Foxconn is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Foxconn prohibits discrimination and harassment of any kind and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, sexual orientation, ethnicity or national origin, age, disability, marital status, genetics, pregnancy, or any other protected characteristic as outlined by federal law. In addition to federal law requirements, Foxconn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.