Service Quality Architecture Lead Job Charlotte area,North Carolina USA,Engineering

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Requisition Number: 76772

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Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry. This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications.

The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

Purpose of Position

Lead Engineering Services activities on the quality of the services provided to our internal and external customers. The role focuses on both reactive needs (ex: field issues) and proactive/predictive actions to best support the needs of Corning Optical Communications (COC) and our customers.

Major

Roles And Responsibilities

Adopt and promote a No-Fail Service Quality Architecture within ES
Maintain an Engineering Services (ES) Service Quality Architecture (SQA) Playbook for all ES services (free and for-fee services). Work with the managers of each ES group to determine the appropriate level of SQA needed for each of their services, then document and track adherence to the Playbook.
Determine and continually update the Critical-to-Quality (CTQ) elements of each ES service area
Determine the appropriate metrics and KPI’s needed for each ES service area and maintain a scorecard
On a monthly basis or as directed, report to the ES staff on SQA activities, major initiatives, and scorecard.
Establish and maintain forecasting models as needed as related to ES SQA
Ensure alignment of Engineering Services’ groups to establish robust field issue processes that will enable quicker understanding of potential quality issues and resulting actions by COC stakeholders
Investigate and utilize learnings from recent deployments to drive quality and process improvements to improve installation and repair processes that will increase our ability to service major customer deployments. Ultimately, improve the end-customer and installation contractor experience while lowering Engineering Services’ and COC’s remediation costs.
Drive continuous improvement activities for process and product. Ensure that any discovery of new products, improved products, and cost reductions is documented and pursued.
Identify any new for-fee services opportunities that will proactively address deployment quality and speed
Recommend to ES Leadership opportunities to utilize DMAIC, DESGN, LEAN or any other quality tools and methods to address issues and new opportunities

Education and Experience:

Required

BS in Business or Engineering Related Studies with 5+ years of telecommunications, data center, or related industry experience
5+ Supervisory and/or Project management/project coordination experience with limited oversight
Demonstrated ability to effectively communicate and collaborate with stakeholders at all levels of the organization.
Strong knowledge of fiber optic products, structured cabling…