Customer Operations Training & Automation Facilitator

Requisition Number: 65719

 

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.

Role Purpose

 

Provides solutions to a variety of technical problems. Contributes to the completion of milestones associated with specific projects. Requires thorough understanding and application of standard theories, concepts, principles, and techniques

Key Responsibilities

 

• Develop, deliver and/or coordinate GCE training, including but not limited to product training, soft skills training, new hire onboarding and any updates to processes training.  Keep all standard operating procedures up to date.  Deliver department training in large group setting and/or 1:1 session, including on-going instruction regarding policies, procedures and culture.  Serve as a mentor to the department to increase understanding and process consistency
• Design a more efficient onboarding program for new hires, encompassing all daily job aspects, to streamline department integration
• Engage with project teams to ensure proper and adequate training is deployed to department relating to system or process changes from acquisitions, integrations, new product introductions, etc.
• Serve as Service Cloud subject matter expert:  engage in trouble shooting, enhancement specifications and implementations, testing, and general support while also providing occasional support to other CO service hubs for Service Cloud
• Serve as an SAP ECC Power User interface between Customer Operations and IT. Submit break/fix requests with Service Now any new system issues within department.  Testing of any new enhancements, project related additions, etc., as well as coordinating with further resources if needed
• Responsible for any/all internal and external audits, including but not limited to TL9000, SOX, PWC, and DARM.  Assist in identifying and coordinating audit participants and address any issues found in the audit
• Provide oversight and ownership for the SharePoint and its content. This includes CO controlled documents, SharePoint Repository, and its Workflow functionality
• Provide support/collaboration in various projects that enhance operational efficiency and improve the overall customer experience (such as order automation, GenAI, etc.) as well as support for administrative tasks

Required Education

 

• 4-year degree required

Desired Experiences

 

• 5+ years in a customer facing role with excellent written and verbal communications skills as well as demonstrated self-motivation and leadership capabilities and the ability to prioritize with minimal supervision
• Experience in SAP/ECC, SFDC Service Cloud and Sharepoint
• Strong interpersonal skills with a positive outlook and attitude
• Proactive approach to tasks with exped