Application Engineering Manager Carrier Networks, EMEA (m/f/d)

Date: Sep 7, 2024

Location: Berlin, DE, 10117

Company: Corning

Requisition Number: 64387

Corning is vital to progress – in the industries we help shape and in the world we share.

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers.

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.

Application Engineering Manager Carrier Networks, EMEA (m/f/d)

Location: Berlin, Germany

Role/Scope of Position:

The Carrier Networks Application Engineering (AE) Manager is a working manager position responsible for the team of AE’s, who represent Corning as product and solution experts. The team will build deep local relationships with key customer contacts and the eco-system of agents providing support to those customers: design consultants, installers. Drive adoption of new innovations at the major customers via extensive technical sales and engineering support while supporting internal colleagues in the commercial strategic account teams and operations PLM, RDE organisations. The Carrier Networks AE team consult and support our customers quickly and reliably in the field and serve as a channel for VoC to internal development and product teams.Finally, the team provides critical, timely support to their Customer Experience peers in the Core AE, Customer Care and Deal Desk functions.

Key Responsibilities:

Lead a team of customer facing AEs who:

• Provide pre-sales customer support including product recommendation, system design, system installation training and testing.

• Provide post-sales support including site-support during installation, troubleshooting and customer notification resolution.

• Provide system solutions including Bill of Materials and drawings based on customer requirements, complete customer RFIs (request for information).

• Create commercial technical papers, supporting technical documentation as needed.

• Design and instruct training programs for Corning solutions.

• Advise customers (internal or external) about products and their use in various applications. Explain benefits and value proposition of Corning solution.

• Give feedback to development/PLM (product line management) for product improvement ideas and compliance to regional standards and norms.

• Analyse competitors’ products and provide feedback and report.

• Provide technical input to key-account business review.

• Facilitate field trials and define criteria for successful trial. Track and forecast customer timing for purchasing and deploying new innovations.

• Work with 3rd party vendors (Telecom product, tools, software) to ensure solution compatibility with Corning product which enables successful installation experience for end user.

• Encourage and drive smart tool development using programming skills to improve efficiency of tasks or process consistency.

As a manager, the candidate shall:

• Provide guidance to the AE team members regarding priorities of tasks; ensure employees are properly trained and capable to complete their tasks.

• Prioritize requests externally and internally; track performance metrics for the team through objectives, KPIs and tools via Salesforce Service Cloud & Field Service.

• Create a vision and strategy of optimised processes, lead and drive Change Management to ensure best practices for maximum team efficiencies with attention on Service Cloud/Field Service for all AEs.

• Complete annual reviews, development plans utilising coaching/feedback through the year; review/approve expense reports and other administrative tasks within responsibility.

• Establish a cohesive team environment in which all employees have a sense of contribution/value.

• Recruit /on-board new employees or implement workforce reduction as needed.

• Collaborate and communicate frequently with stakeholders in adjacent functions to ensure teams operate effectively.

Requirements:

• University diploma in technical area of Telecommunications or Engineering, Master of Business a plus.

• 5 years of experience in telecommunication business

• Strong technical and analytical skills

• Demonstratedability to create and foster customer relationships,understand customer’s issues, and resolve them through internal collaboration with cross-functional teams.

• Demonstrated experience presenting to C-level executives internal/external for account updates with political finesse to manage expectations and disappointment.

• Experience driving organization change (people, process, technology)

• Established working relationships within Commercial, PLM and Operations functions (Manufacturing, Development)

• Languages: Very good written and spoken English; Additional European languages valued.

Travel Requirements :25-35%

• Primarily continental Europe; capable and willing to travel anywhere within EMEA region including Israel and Africa. May include travel outside EMEA for other support.

• Flexibility to travel on short notice (24-48 hour) requiring overnight stay.

• All travel methods may be used: train, car, bus, ferry, plane.

• Must have proper Visas or EU citizenship to allow unrestricted travel.

• Candidate must possess current and valid local driving license and clean driving record to allow renting vehicles in other countries if required.

Hours of work/work schedule/flextime :

Minimum 40-hour week plus travel time as required. Some weekend work or travel required.

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. To request an accommodation, please contact us at.