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Global Field Quality Leader

2 months ago

Baltimore, United States Ciena Full time

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.

Not ready to apply? Join ourto get relevant job alerts straight to your inbox. Why Ciena: * We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. * We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees. * We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. * We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. * We know that financial security is important. We offer competitive salaries and incentive programs, RSU's (job level specific) and an employee share option purchase program. * We realize time away to recharge is important. We offer flexible paid time off * Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. How You Will Contribute: Reporting to Director, Services Project/Program Management, as the Leader, Services Quality, you will be responsible for being the primary point of contact for all field quality issues. You will provide technical expertise and leadership for every aspects of the Field Quality issues. You are required to be the expert in deployment activities to support subordinate engineers, installers, testers and deployment managers with all quality and workmanship issues. Lead the development, tracking and reporting of all quality KPI's. Drive process improvements and automation to support Cost Reduction and support New Product Introduction (including installation materials and Test Sets). You will specifically: * Directly manage all Ciena Field Quality Engineers and contract auditors globally. * Set the quality metrics and performance targets for the team in charge * Ensure the necessary people, processes and controls are in place to assure all field installations are performed in accordance with Ciena and customer standards. * Subject Matter Expert (SME) in all areas of Ciena field quality assurance. * Ensure quality installation of Ciena service projects thru field auditing, root cause analysis, corrective & preventative actions including measuring KPI's (PowerBI reporting). * Build and maintain relationships with Regional Stakeholders, Quality Engineers & service supplier's to ensure regional delivery needs are met. * Embed and drive a culture of quality assurance and quality improvement through the identification and implementation of best practices. * Support Quality personnel training requirements to maintain competence, develop capability, and promote professional development. * Clarify and confirm that all expectations for quality and workmanship are understood. * Provide monthly feedback to regional service suppliers and internal resources to improve processes, skills. * Liaison on field quality issues between Ciena, customer and service supplier partner. * Continually develop training and enablement programs for Quality Engineers and Field Technicians. * Support Global & Regional standardization of critical procedures and processes in support of group compliance and lean initiatives. * Assist in developing all department processes and documents. * Support the integration of new products into the field (Ciena equipment, installation related materials and test gear) and develop associated documentation and quality standards. * Travel internationally as roles and responsibilities dictate. What Does Ciena Expect of You? * Initiative - you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines. * A customer first mentality - what's important to the customer is also important to you. * Agility - with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving. * Communication expertise - you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus. * The flexibility to work independently and as part of a broader team - you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment. * Relationship builder - with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others. * A commitment to innovation - you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve. The Must Haves: * BS in Telecommunications or equivalent experience. * 10-15 years engineering, installation and/or project management background * Detailed knowledge of Telcordia quality standards and COE design specifications * Working knowledge of detail and design engineering procedures. * Ability to lead a global team. * Possess a strong background in enterprise and telephony engineering and installation standards. * Problem Solving: Must be able to be an advocate for the customer to ensure deployment quality is not a problem during their deployment experience. * Analytical Ability: Must be able to perform trend analysis of quality issues to recommend training and or corrective actions to ensure workmanship and installation improvements are implemented. * Communication Skills: Must be able to articulate quality issues in written reports and during internal and customer meetings. * Interpersonal Skills: Employee will be the face and voice of Ciena field quality to internal groups (PM, Sales, Tech Support) and to Ciena's customers. * Strong written and verbal skills * Customer oriented, possess good diplomatic skills * Computer literate - MS Office / Visio / PowerBI (or similar) * Strong team player * Process oriented, keen attention to detail * Must be able to maintain focus in a fast paced multi-task environment. Assets: * Six Sigma background #LI-BS1 Not ready to apply? Join ourto get relevant job alerts straight to your inbox.

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. #J-18808-Ljbffr

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