Customer Service Rep/Field Service Technician

Job description

 Requisition ID:  836502 
Position: Full-Time
Total Rewards:  Benefits/Incentive Information

 

EssilorLuxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

EssilorLuxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

 

*Position is hybrid between the call center and the field. Position will work onsite in the call center daily except when traveling for field service calls. Must be willing to travel overnight up to 25%.*

 

GENERAL FUNCTION

Reporting to the Technical Support Supervisor, the Service Technician, is responsible for traveling to assigned customer sites in order to install, train, repair and maintain lens optometry equipment.

You will install a variety of equipment with varying installation complexities which could include connection to network and integration to practice management systems. Should it be needed, you will have tech phone support for assistance. Post-installation, the Technician will train the operators on the equipment use and care. Additional job requirements are performing preventative maintenance and repairs.

 

MAJOR DUTIES AND RESPONSIBILITIES

 

·  Travel to customer locations to perform installations, training and service.
·  Unpack and install equipment delivered to the site
·  Communicate directly with customers to help them understand the use of the product.
·  Handle customer equipment problems that derive from the use of the product.
·  Handle requests for replacing defective parts.
·  Provide trade show support to include set-up, tear down and sales support during show hours.
·  Communicate with your supervisor problems that rise from engineering, production or the end-user.
·  Complete, maintain and process pertinent paperwork.
·  Represent the company in the appropriate manner including timeliness, attitude, personal habits and appearance.
·  Work internally with other team members in various functional areas (Sales, Customer Service, etc.) to communicate the status of repairs and installations.
·  Attend continuing educational seminars and equipment training to maintain a high level of personal competence.
·  Assist in the final testing of new products and product upgrades.
·  Provide phone support to customer inquiries via telephone, fax and email.
·  Record daily contacts in the Service management Software.
·  Provide operational, maintenance and troubleshooting training.
·  Setting up and staging equipment for delivery.
·  Primary responsibility is product delivery, set-up, installation of ophthalmic lanes,
·  Setting up and installing new ophthalmic offices, exam lanes, pretest instruments, and installation of diagnostic device management software.
·  Providing routine service and maintenance to chairs and stands, slit lamps, auto refractors/keratometers, and the other diagnostic instruments routinely used.
·  Troubleshooting and repairing malfunctioning slit lamps, auto refractors/keratometers, and indirect ophthalmoscopes, etc.

 

 

BASIC QUALIFICATIONS

·  High school diploma and knowledge in electronics or mechanics. Ability to read and interpret documents such as schematics, operating and maintenance instructions, and procedure manuals. 
·  Ability to work flexible hours and work around a changing schedule
·  Excellent communication, interpersonal and diagnostic skills
·  Working knowledge of the equipment needed for the job
·  Ability to work independently without much supervision
·  Must be able to meet the physical requirements of the job which include bending, lifting heavy equipment and working in confined spaces
·  driver's license and reliable transportation
·  Ability to effectively manage time

 

PREFERRED QUALIFICATIONS

·  2 years of experience in repair, maintenance and installation of electronic, optical, electromechanical, or equivalent equipment

Ability to install, repair, service, test and troubleshoot equipment

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth
Job Segment: Retail Sales, Ophthalmic, Optometry, Retail, Healthcare

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