Service Quality Architecture Lead

Requisition Number: 76772   The company built on breakthroughs. ​   Join us.​                                                                                Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.  ​     How do we do this? With our people. They break through limitations and expectations – not once in a career, but every day. They help move our company, and the world, forward. ​     ​At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.​      ​Come break through with us.   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