Associate

2 weeks ago

Gurgaon, Haryana, India Ciena Full time
Ciena is committed to our people-first philosophy.

Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging.

We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.


This position is responsible for establishing and managing all standard warranty and extended warranty data to ensure that Ciena's customers receive the appropriate level of maintenance support as detailed in their contracts.


Duties and Responsibilities:

  • Check maintenance purchase orders booked daily and ensure they get highlighted to the customer service manager (CSM) the same day.
  • Build the install base details and support options with the help of Customer Service Managers & account teams globally.
  • Correctly capture customer warranty terms, revenue, site details, product, SLAs, etc. in the entitlement system.
  • Check and verify that the information matrix of products and support match the PO and quote/proposal and provide the right level of detail to ensure complete and correct entitlement.
  • Evaluate all inflight projects for partial shipments and customer acceptance. Input the information to the contract entitlement process for enabling support.
  • Follow up with the CSM to get the entitlement information within 2 days, and escalate as required.
  • Send activation/renewal alerts according to the defined compliancy statements to ensure accurate and timely service initiation and purchase order invoicing.
  • Add new customers in the system on time and ensure they have access to Ciena's portal.
  • Verify and entitle the bill of materials received for the Trueup of the Tier 1 customers of Ciena on timely manner to ensure continuation of service.
  • Work closely with the functional teams to provide them information about any customer service profile or customer shipment data.
  • Answer entitlement questions within 24 hours.
  • Provide ad hoc reports and analysis as required.

Skills and Desired Characteristics:

  • Selfmotivated, must be able to work independently to prioritize activities and set functional goals/objectives
  • Able to work well both in a team and independently
  • Excellent interpersonal, communication, problemsolving, and clientfacing skills to facilitate strong relationships with the stakeholders and customers
  • Able to prioritize and handle multiple tasks simultaneously
  • Able to coordinate with and/or direct other team members to achieve planned business results
  • Strong commitment to ontime delivery
  • Attention to detail to ensure data completeness and accuracy
  • Must have computer proficiency and be well versed in MS Office
  • Excel, Word, Outlook
  • Be comfortable working in a global organization
  • Good project management skills with focus on followthrough to project completion

Education/Experience:

  • 25 year experience in order Entry/management or Contract Management
  • 3 4 year Bachelor degree in any field. Preference for Graduates in Commerce and Finance Background
  • Previous experience to contracts/proposals/Bids an asset


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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

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