Lead Service Quality Architect

Corning Incorporated; Charlotte (NC); On-site; USD 107,662 - 148,035; Full time

Benefits offered by this job

Bonuses & incentives

Pension plan

401(k) matching

Comprehensive benefits

Paid time off

Job summary

Corning Incorporated seeks a Lead Engineering Services professional to oversee the quality of services for internal and external customers, driving a No-Fail Service Quality Architecture and a comprehensive ES Playbook. You will determine CTQ elements, define KPIs, and report progress to leadership.

The role emphasizes proactive data analysis using Excel/Power BI, coordination across ES groups, and continuous improvement efforts to lower remediation costs while enhancing deployment quality for

Qualifications

• 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 systems, and related installation practices
• Demonstrated ability to prioritize and handle multiple tasks simultaneously.
• 3+ years of hands-on data analysis experience using tools such as Excel, Power BI, or equivalent platforms; ability to translate quality metrics, KPI trends, and scorecard data into actionable insights for leadership

Responsibilities

• Lead Engineering Services activities on the quality of the services provided to our internal and external customers.
• Maintain an Engineering Services (ES) Service Quality Architecture (SQA) Playbook for all ES services and document adherence.
• Determine and continually update the Critical-to-Quality (CTQ) elements of each ES service area.
• Determine metrics and KPI’s for each ES service area and maintain a scorecard.
• Report to the ES staff on SQA activities and scorecard on a monthly basis or as directed.
• Establish forecasting models related to ES SQA.
• Ensure alignment of ES groups to robust field issue processes for faster quality issue resolution.
• Investigate and apply learnings from deployments to improve installation and repair processes.
• Drive continuous improvement using DMAIC, DESGN, LEAN, or other quality tools.
• Identify opportunities to create for-fee ES services addressing deployment quality and speed

Skills

Telecom industry experience

Supervisory experience

Stakeholder communication

Data analysis

Excel/Power BI

Fiber optic knowledge

Project coordination

Education

BS in Business or Engineering

Tools

Excel

Power BI

Job description

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.

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 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 systems, and related installation practices
• Demonstrated ability to prioritize and handle multiple tasks simultaneously
• 3+ years of hands-on data analysis experience using tools such as Excel, Power BI, or equivalent platforms; ability to translate quality metrics, KPI trends, and scorecard data into actionable insights for leadership
  
  

Education and Experience: Desired

• Plant Quality Architecture (PQA) experience
  
  

This position does not support immigration sponsorship.

The range for this position is $107,662.00 - $148,035.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

A job that shapes a life.

Corning offers you the total package.

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

• Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.
• As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning’s total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service.
• Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.
• Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.
  
  

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at [e-mail] .