As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Field Service Quality Engineering.
Scope of Responsibilities
This is a key role within Ciena Services responsible for the overall implementation and delivery of installation quality standards within the India region.
The candidate that holds this position will report directly to the Senior Manager of Global Field Services Quality.
This position provides technical expertise and is the Single Point of Contact (SPOC) for field quality issues and corporate quality initiatives.
The role encompasses providing engineering quality support to Ciena field services team and service partners alike.
The candidate that holds this position must possess the ability to identify and reduce the cost of poor quality.
Key to build and foster relationships with customers, service partners, and service suppliers.
Primary Duties and Responsibilities
Create, monitor, and define Ciena required installation practices and methods including the maintenance of standards documentation.
Ensure the adherence of corporate defined Health and Safe Work Operations requirements.
Ambiguous problem solver and Single Point of Contact (SPOC) in all areas related to Services field quality assurance.
Perform physical field quality audits and review lead installer self audit reports within the region.
Ensure quality installation, testing, and job specifications are accurate and according to standards.
Review reports of all findings including Corrective/Preventative Actions.
Liaise with customers and deployment service partners to ensure audit findings are understood and corrected and that steps are taken to avoid repetitive negative trends.
Maintain good lines of communication between customer, project management, engineering, service partners, installation, and testing.
Provide monthly reports and participate on service partner deployment calls to address KPI trends and areas of improvement.
Work with the Global Field Office team and assist in the development and review of new installation practices and methods required to efficiently and effectively install Ciena technology solutions.
Answers technical and procedural questions from customers, vendors, and engineers pertaining to Deployment Workmanship standards.
Develop and cultivate good customer and vendor relationships within a strong global working environment.
Provides back office support for global initiatives and regional specifics.
Travel (50%-75%) both internationally and within region in support of deployment services.
Cultivate a strong global working environment.
Qualifications
Must possess a B.S. degree in Telecommunications or equivalent experience
5-10 years in telephony engineering or installation background
Experience working in and around a telecom central office environment
Detailed knowledge of telecom industry standards including any equivalent regional and customer standards
Working knowledge of installation and detail/design engineering procedures
Critical Thinking/Analysis with the capability of performing trend analysis and providing recommendations
Strong written, presentation, and verbal skills
Must be able to speak English and local language
Must be self confident and decisive
Ability to lead people
Process oriented, keen attention to detail
Strong in analytics (Tableau software preferred)
Computer literate and technology savvy - MS office/MS Project/ Visio/ Word / Excel/ Apple/ Notebook
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
