• Provide highly visible customer support through on-site installation, servicing and repair of complex equipment and systems. • Manage installation and repair of Liquid and Dry Ozone, FTIR, and RGA products for key accounts in the US. • Perform diagnostics, troubleshooting, service, and repair of complex equipment. • Check and approve operational quality of system equipment. • Serve as company liaison with customers on administrative and technical matters.

• Provide technical support for the development, test, deployment, sustainment and quality assurance of a complex telecommunication system. • Conduct surveys, assist with the designing of installation packages, conducting equipment and cable installations, administer configurations, providing technical assistance, support commissioning testing, troubleshooting, and resolving issues associated with the various network elements. • Lead daily status calls and articulate and document accomplishments, current project status, identify challenges, and projection. • Compile information to articulate accomplishments, current project status, identify challenges, and projection for the daily status report (DSR). • Conduct site survey, install, testing and de-install, and quality control activities to ensure the project stays on schedule and quality of deliverables are achieved. • Perform detailed and technically in-depth site surveys and quality control aspects for Defense Red Switch Network (DRSN) in CONUS and OCONUS locations as required to assess/analyze site preparedness and develop implementation plans, power requirements, and associated cost estimates. • Conduct installation/de-installation/upgrade/interface actions associated with network components at stakeholders’ locations. • Create Site Survey Report (SSR) to meet project milestones, objectives, and deliverables. • Perform configurations on Juniper, Dell, Lantronix and General Dynamics (KGs) network elements per Defense Information Systems Agency (DISA) guidelines. • Perform installation test and acceptance (IT&A) and quality validation of network components and/or facilitating remote testing with off-site Operations Engineering support. • Collaborate with partners to coordinate and perform project objectives to include site surveys, installations, testing, site deinstallations, quality control and provide customer-ready deliverable reports upon completion. • Maintain clear and concise business communication proficiency, both oral and written. • Comply with all applicable U.S. export control and security regulations.

• Support customers with on-site installation, preventive maintenance, and repair of Agilent Chromatography systems • Diagnose and resolve product performance problems • Perform maintenance and repairs • Advise customers on preventive maintenance and configurations • Train other field engineers and customers on solutions

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. SCOPE OF RESPONSIBILITIES - Reports to Regional Services Leader and takes direction from project leads (Services Project Management, Engineers, etc). - Act as a field technical expert advisor on projects working directly with Project Managers, the account team and customer - Responsible for providing leadership to a team of Project Managers, Field Services Engineers and/or Field Technicians both locally and remotely. - Develop field-level Network Design and Engineering Documentation to ensure accuracy and coherency. - Provide tactical consultation and strategic direction to customer & Project Management team for network deployment, equipment migration, turn-up and planning. - Performs complex equipment migration, turn-up, testing, and troubleshooting of various Ciena & customer products in both Greenfield and In-Service environments. - Develop the testing and commissioning skills and proficiencies of internal Ciena Field Staff and Service Partners. PRIMARY DUTIES AND RESPONSIBILITIES: - Provide mentorship / direction to the Field Service Engineers and technicians. - Establishing migration & commissioning Methods & Standards. - Plans, Migrates, provisions, tests, and troubleshoots Ciena optical / Ethernet transmission equipment. May include similar efforts for non-Ciena optical equipment. - Provides remote and/or on-site technical assistance during complex deployments / migrations of Ciena equipment to ensure that the network has been tested as per the Network Design Specification and is operating accurately prior to customer hand-off. - Provides project status reports to the Project Manager - Develops complex or custom MOPs, for both new deployments, In-Service upgrades and migration hot cuts - Uses knowledge and practical experience of DWDM Optical Networks to troubleshoot and address technical problems encountered during the deployment of both new networks and upgrades or modifications to existing networks. - Reviews and disseminates Field Service Bulletins (FSB) and Internal Service Bulletins (ISB). - Interfaces and calls out deployment / migration related issues to the assigned Project Manager. - Interfaces and recommends deployment / migration related process improvements to the Services Operations Manager. - Works with Ciena and Customer Technical Support to identify and resolve hardware/software issues. - Calls out technical issues into Ciena Technical Support, accurately defines the problem and participates in troubleshooting to ensure it is resolved to the happiness of customer. - Reviews Field Service Bulletins and the potential impact prior to and during live network operations. - Actively train to update their knowledge in new products and also provide inputs to the NPI group on product issues that require attention. - Validates good practices and quality standards are followed during the live network operations. Takes initiative to address any deviations or updates. - As required, tests or troubleshoots or directs others to address in-service problems using SONET, Ethernet, and other Fiber Optic test equipment. - Connects with Ciena core Engineering team to provide recommendations on issues found in the field during deployment & migration. - Co-ordinates maintenance window activities and develops and carries out detailed Method of Procedures (MOPs). - Participates in pre-deployment / Migration setup conference calls. - Provide the service interruption reports and participates in root cause analysis as required. EDUCATION AND EXPERIENCE - B.Sc Electrical Engineering, Optical Engineering, Computer Science or a related field. - 10+ years of directly related experience or equivalent of education, training, and experience. - Should possess the ability to use a personal Computer and various software applications (MS Office, Basic Web Skills)! CANDIDATE PROFILE - Critical Thinking / Analysis - Sees multiple relationships; Capable of Analyzing Multi-dimensional problems. - Technical Expertise - Demonstrates a breadth of knowledge across all Ciena's product portfolio as well as other vendor products (example: Infinera, Fujitsu, Huawei, Nokia, Cisco, etc) and may expand awareness outside of the company. - Champions a learning organization; Provide Instruction, mentorship and actively builds development opportunities! - Leadership: Positions self as a leader and ensures that others buy into the team/corporate mission, goals and agenda. - Applied Creativity : Thinks out of the box; breaks the mold and crafts an environment that nurtures innovation. - Customer Orientation: Partners with customer and acts to make valuable contributions. - Possess installation knowledge of optical transmission and Ethernet switching equipment. - Possess good knowledge of telecommunication networks and operational requirements as well as troubleshooting abilities. Should have good understanding of computers and data communications - Ability to work directly with the Customer on scheduling site/circuit access - Demonstrates the technical skills and integrity when working with live Customer traffic. - Knowledge of MS Office applications (Visio, Excel, Power Point, etc.) - Ability to quickly interpret test data identify deficiencies. - Ability to think on your own. - Willing to travel (approx. 10%). - Should be able to work during maintenance windows and handle stressful situations during those activities. - Excellent Customer Service interaction skills. - Ability to adapt to a constantly evolving market and customer demands. - Strong Leadership abilities. - Strong written and verbal communications skills. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an extensive list of all responsibilities, duties and skills required of personnel so classified. Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available. Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence. Not ready to apply? Join our Talent Community to 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.