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Product Support Engineer

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Date: Feb 19, 2021

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 43029

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

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:

To provide expert technical support for key external customers, Marketing and Sales for emerging products and solutions. This would include engagement in all aspects of a new product from concept development to training and support of product installation at customers’ sites globally. Work closely with Market Development to identify and execute new product innovations required by global accounts. Have awareness of competitive activity and product designs to minimize risk to Corning.

Major Roles and Responsibilities:  

  • Engage with Technology during the development phase of key innovative products to ensure key customers requirements are being addressed and ease of field installation and testing are maximized.  
  • Work in partnership with Global Account Managers to drive revenue through application of consultative technical selling skills to ensure that all technical needs are met for global strategic accounts  
  • Drive requirements for customer facing tools and technical portal content.  
  • Share knowledge by training our internal support staff and Sales teams.  
  • Use creativity and resourcefulness to create technical customer reference documents/videos  
  • Assist customer when possible to create Bills of Materials that specify the use Corning products.  
  • Travel when possible with our sales team ensuring that the appropriate technical messages are delivered to the customer.  
  • Assist with Voice of Customer (VOC) engagement ensuring that customer feedback is understood and effectively communicated to the appropriate people within Market Development and Product Line Management and Technology.  
  • Liaison with PLM and product development and to resolve systemic field issues for existing products.  
  • Requirements include, but are not limited to: Business team participation, Development team participation, Evaluation plan development and execution, Field trial development and execution  
  • Maintain contact with key customers, suppliers or other third-party organizations (e.g., test facilities, competitors, etc.).  
  • Organize or conduct internal training as required for new and existing products.  
  • Support commercialization of new products.  
  • Author internal and external technical documents to support the product commercial initiatives.  
  • Author external commercial documents to support product commercial initiatives.

Day to Day Responsibilities:  

  • Support Assigned Product(s)  
  • Develop and maintain a high level of expertise on optical fiber, hardware, connectivity, and cable products.  
  • Respond to internal/external customer inquiries.  
  • Support departmental objectives.  
  • Participate on project teams as required, typically in support of product development activities.

Travel Requirements:

  • Up to 25% Hours of work/work schedule/flex-time: 40hrs.,

Qualifications:  

  • Experience as a US military officer (JMO - O2/O3) 
  • BS in Engineering preferred (Mechanical or Electrical)  
  • Completion of Fundamentals of Engineering Exam (EIT) or PE a plus  
  • RCDD a plus

Required Experience:

  • Minimum of four years in a position of leadership

Required Skills:  

  • Strong organizational, leadership, and project management skills.  
  • Ability to plan and track project deliverables from high level guidance.  
  • Ability to effectively speak and present to groups of up to 30  
  • Ability to meet deadlines while managing competing time and resource requirements.  
  • Ability to quickly assimilate technical and commercial data from multiple sources and to consolidate these into a comprehensive technical position.  
  • Solid analytical and problem-solving skills.  
  • Hands-on work ethic.  
  • Proficiency with current desktop computer software including MS Word, MS Excel, MS Visio, MS PowerPoint.  
  • 100% proficiency in English, written and verbal.

Desired Skills:  

  • Experience in fiber optic cable and component installation practices

Soft Skills:  

  • Ability to effectively communicate complex technical subjects to non-technical people.  
  • Comfortable working with all organizational levels. Interaction is common with plant hourly, plant management, technical/professional, and executive leadership personnel.  
  • Confident dealing with external customers.  
  • Engaging personality with the ability to drive change.

 

This position does not support immigration sponsorship.

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

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Nearest Major Market: Charlotte