Associate Field Service Engineering

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.

POSITION SUMMARY:  This role within Ciena is responsible for managing complete customer projects and customer engagements, both small and large-scale. It will require building relationships across many facets of a customer’s organization, including Planning, implementation, and operations. An Associate – Field Services Engineering works directly with Ciena PM’s/PSE/Systems engineering and customers to ensure the completion of project life cycle within the described SoW, essentially priming the Engineering Documentation and Acceptance testing of the solution, Field Implementation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Monitor and control the coordination, planning and execution of projects, especially project documentation including LLD, NDD, Link Diagrams and ATP documents. 
• Discuss with Systems Engineer and understand the Ciena solution offered and convert the HLD to LLD.
• Support Field Service Technicians and Site Leads in achieving or exceeding the E, F & I Services objectives.
• Ensure all project related administrative requirements and status reports are completed in a timely manner.   
• Provide direct interface to the Customer for Engineering design (LLD, Network design, IDP, DCN design, sync design etc).
• Make decisions that have impact on project scheduling, planning, and successful completion of deliverables.
• Seek solutions to problems and escalates as required. Is often first point of escalation for the Field Service Technicians and Partners.
• Uses the Statement of Work (SOW) to appropriately leverage decisions on elements of the job that are above and beyond the scope of the project.      
• Act as a mentor and share specialized expertise/support with field personnel.
• Act as a team leader on specific projects/activities.       
• Interface with supporting groups to ensure all job-related deliverables and requirements are met. 
• Coach, develop and mentor field personnel by sharing technical, administrative and organizational expertise.     
• Analyze scope and complexity of a job.  
• Adheres / ensure adherence to applicable quality standards and technical documentation.     
• Provide analysis and on-going status updates to management via reports on assigned projects. 
• Also identify project initiatives and or process improvements. 

Required Skills:

• Strong skills in Design documentation creation. Site documents, Low level network design documentation.
• Provide coordination, leadership and technical support within the E, F&I Services team that will meet or exceed Ciena’s operating objectives and core values per  
• Able to take up the project turn up, testing and handover to customer.
• Provide support to the Installation Team to ensure completion of a quality installation within budget and on time.
• Interface with FSE, Deployment Managers, Field Operations Mangers, and support teams to facilitate efficiencies throughout the installation process, supporting business performance metrics, financial objectives, operational efficiency goals, and maintains effective quality levels.
• Ensures customer expectation and satisfaction are met by providing office support in staffing and reporting.
• Hands on experience in Visio, Word, Excel.

EDUCATION / EXPERIENCE:

• 3-5 years relevant industry experience
• Solid industry experience or equivalent in the areas of telecoms engineering, project management, and customer service.
• BS in computer science, engineering, or related fields preferred. 
• Working knowledge of the following applicable telecommunication technologies viz; DWDM, OTN MPLS-TP, L2-Etherenet, Carrier Ethernet etc.
• Hands on experience on DWDM/OTN Links integration and commissioning, acceptance testing.
• Hands on experience on Linux/Unix/Solaris.

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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.