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Supervisor, RAN Technical Services

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Date: Sep 15, 2022

Location: Milpitas, CA, US, 95035

Company: Corning

Requisition Number: 57028

 

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.

Job Purpose

This position is responsible for managing a team of Wireless RAN Technical Services Engineers providing Advanced Technical Support (ATS), field support, customer service, and engineering for in-building wireless voice and data systems. She/he is expected to manage a team of engineers; setup all the necessary processes for execution across various customers, scheduling of resources, hiring, training, and enabling ATS engineers to execute their jobs to the fullest. She/he is also expected to work closely with cross functional teams to properly resource customer demands across various projects to ensure that all business goals/deliverables are met. The successful candidate must be a subject matter expert for all technical issues related to the Corning Wireless Product Family that extends to 3G UMTS, 4G LTE and 5G NR.

 

Key Responsibilities

• Manage a team of 4+ engineers focused on providing RAN Technical Support to Tier-1 NA wireless operators, partners, and enterprise customers

• Provides direct deployment, integration and problem resolution support to various customer cross functions and field resources

• Interface with customers as the TIER-II escalation point for all Advanced Technical requests

• Executes well established ticketing/support processes and escalates field issues to the next level support team whether it be TIER-III, Sustaining or R&D

• Provides technical leadership and knowledge transfer to Technology Introduction and Field Services teams

• Has extensive experience with mobile carrier operations procedures and expectations

• Drives issues to closure with strong focus on customer satisfaction and acceptance

• Able to work effectively with both external and internal environment with minimal supervision

 

Minimum Requirements (Must: Education, Total Years of Experience – Knowledge, Skills & Abilities)

• A Bachelor’s in Engineering degree in Telecommunications, Electrical or Computer Systems

• 10+ years of experience in mobile infrastructure technology deployment including systems architecture, deployment, troubleshooting and network operations

• Experience with field deployments, technology acceptance processes, and support services

• Experience leading or managing a team of engineers in a customer support or field services role

• Experience and knowledge of deploying Small Cells or indoor wireless solutions such as DAS is desired

• Strong technical competencies in mobile voice and packet data integration, RF engineering, IP networks and system performance

• Detailed knowledge of common telecommunication protocols such as SIP, TR-069, SSL/TLS, LDAP, Radius, SOAP/XML

• Detailed knowledge of IP Protocols including IPv4, IPv6, IPSEC, routing protocols and network protocols

• Familiarity of 3GPP and 3GPP2 standards and best practices

• Must be a strong problem solver, self-motivated, organized, and analytical

• Passionate about improving our customers’ experience and relationship

• Ability to work effectively with cross-functional teams

• Must be able to communicate professionally and effectively with Sr. Management and business critical customers

• Must be able to work from a remote/home office location to manage a team of remote engineers spread across the U.S.

 

Desired/Preferred Skill

• Master’s with 8+ years’ experience in the related technology

• Expertise with Customer Service Ticketing Systems (i.e., Sales Force, CRM) or bug tracking (i.e., JIRA)

• Tooling & servers – knowledge of Python or equivalent & operating system like Linux and Unix operating systems & commands to run automated scripts and to analyze error logs and KPI data

• Performing wireless testing and debugging using QXDM (Qualcomm Extensible Diagnostic Monitoring) and TEMS (TEst Mobile Systems)

• Familiarity with virtualization, cloud, and Kubernetes

• Experience with performing software release qualification and product acceptance testing & recreating networks and operations and validating performance in a controlled offline environment

 

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.

 

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.


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Nearest Secondary Market: Palo Alto