Support the Seamless Integration of Essilor Instruments Equipment with a Premier Customers’ Platform Across Dozens of Locations

You combine Level 2 support skills with the ability to work effectively with a variety of internal and external stakeholders. You're service-oriented, enjoy learning and sharing your knowledge with those you support, and thrive in fast-paced, deadline-driven environments. If that describes you, we invite you to consider joining the Essilor Instruments team in the role of Support Technician where you will:

• Play an important part in supporting the deployment of Optometric and Finishing systems equipment for a key customer, including pre-configuration and implementation work, and post-deployment support. 
• Expand your skills and experience with outstanding training on our lens finishing equipment, paired with your IT knowledge and a strong need for your talent.  
• Enjoy the best of both worlds: The collaborative, local team and environment, alongside with the strong foundation and stability of a global industry leader. 
• Become part of an organization driven by a threefold mission: Improving lives by improving sight, Innovating for better vision, and Reaching the 2.7 billion underserved
• Join at a time of exciting transformation; our 2018 merger with Luxottica has given us an unmatched global footprint in the eyewear industry

You will support the equipment of Essilor Instruments, a leader in the development of modern solutions and technologies for eye care professionals throughout the world. Essilor Instruments is part of the Stereo Optical group, a division of Essilor of America, Inc. Essilor of America is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people, and operates the largest and most comprehensive optical laboratory network in the U.S.

Video/image: You will install, repair and maintain finishing equipment such as Mr. Blue 2.0. Mr. Blue is the perfect solution allowing customers to work with cutting- edge technology, differentiate offerings, optimize the edging process. 

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Technical Support opportunity, you will have:

• An associate degree in Computer Science or a similar field preferred, or the equivalent combination of education and experience
• High-level mastery of basic IT principals
• Deep understanding of networking and connectivity required, with an ability to implement customized solutions to issues customers are facing
• Experience managing projects; the ideal candidate will have participated in past deployments  
• Experience with and knowledge of:
  • Windows and Microsoft Office Suite applications
  • ERP software, ideally with Microsoft Dynamics GP and/or SAP
  • Networking, TCP/IP protocols
  • Experience with Optic / Optometry equipment preferred 
• Strong written and verbal communication skills, including the ability to:
  • Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Write routine reports and correspondence
  • Speak effectively before groups of customers or employees
• Strong interpersonal and customer service skills; ability to train others on equipment use
• A self-starter approach to your work with the drive to learn and a sense of accountability 
• Strong analytical reasoning and problem-solving skills
• Organizational skills with strict excellent attention to detail
• Ability to travel up to 10% to visit customer sites, help with two trade shows per year, or travel to the Dallas HQ  

While performing the duties of this job, you may be required to stand for prolonged periods of time. You also will need to be able to lift and move equipment weighing from 70 - 150 pounds occasionally.and for prolonged periods of time, bend frequently, and lift equipment weighing up to 150 pounds.

Reporting to a Technical Support Supervisor, as Support Technician, you will be responsible for providing Level 2 IT support to customers, Practice Management Systems (PMS) representatives, and Field Support Technicians at all stages of from configuration to implementation and beyond.

Based in the Great Lakes Area offices and warehouse, you will support highly technical optometrical configuration equipment from its pre-configuration warehouse arrival to post-deployment troubleshooting and support. Initially, you will focus on a major deployment to sites across the U.S. You will spend the majority of your time on system setup, configuring equipment when it arrives from our factory in France. Systems will already have customer protocols and some installed software, but you will customize the equipment, adding additional configurations and specific programs, and preparing it for deployment. 

As part of additional essential duties and responsibilities, you will:

• Learn and understand Optometric and Finishing systems equipment, and be able to work through any IT issues that customers and Essilor Instruments Field Support Technicians may be experiencing
• Assist customers with IT-related issues; provide level 2 phone support; respond to customer inquiries via telephone and email in a timely manner  
• Work with PMS representatives to integrate Essilor Instruments equipment into their platform for seamless integration at customers’ practice locations
• Assist Field Support Technician via phone on complex/challenging installations and repairs
• Code and develop IT solutions in order to make Essilor Instruments equipment work with the various PMS systems as well as each customer’s individual Networks in their practice
• Provide Operational, Maintenance and Troubleshooting Training to customers
• Effectively communicate with customers to help them understand how to address IT related issues they are experiencing with their equipment
• Communicate with the Technical Support Manager regarding problems that arise from engineering, production, or the end user.
• Handle customer equipment problems that appear to derive from the use of the product
• Handle requests for replacing defective parts
• Provide trade show support to include set-up of equipment and connectivity, tear down and sales support during show hours
• Complete, maintain and process pertinent paperwork
• Attend continuing education seminars to maintain a high level of personal competence
• Assist in the final testing of product upgrades and of new products
• Record daily contacts in our Service Management Software
• Travel to customer sites for installations as needed
• Travel to customer locations for installations, training and service, as needed (approximately 10%)

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: Mr. Orange sets a simple and accessible standard for even the most difficult jobs. Whatever the finish or curvature of the lens, its wide array of functions guarantees top quality results. 

Professional development
We'll provide training to acquaint you with our culture and business, as well as the equipment which you'll support. We're committed to ensuring employees thrive here, and history shows that strong performers can advance their careers at Essilor Instruments, Stereo Optical and/or Essilor of America.

Great environment
Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for over 70 years. If you’re someone who loves to learn, this could be a great place to grow your career.

Truly living our values
At Stereo Optical and across Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability.

Excellent benefits
In addition to competitive compensation, we offer an exceptional mix of benefits including medical, dental and vision plans; a 401(k) plan with company match; a company vehicle, tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

We’ll provide training, but this is a role that will evolve and grow along with you. Depending upon your expertise in different areas, such as networking, you can really stretch and work beyond your initial job description. We're a small but growing team and we anticipate opportunities for proven performers, and ample opportunities to make an impact. 

To meet the demands of the role, you will be self-motivated, adaptable, flexible, and reliable. In addition, to be an outstanding Support Technician, you will:  

• Bring a proactive approach to learning and getting up to speed quickly
• Keep your skills and knowledge sharp by remaining up to date with relevant technology
• Support our commitment to quality
• Achieve goals independently and also contribute as a team player; Support team members as they'll support you
• Communicate clearly with your supervisor and team, including keeping strong records
• Always provide quality service whether you visit a customer for a short repair, or do a complete system install and training
• Manage multiple tasks and priorities effectively
• Always maintain a bias for safety
• Bring a commitment to our mission and goals