Field - Technical Support Technician / Field Service Technician

Requisition ID:890520

Position:Full-Time

Total Rewards:Benefits/Incentive Information

Essilor Instruments provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements.

Essilor Instruments is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

The Technical Support Technician / Field Service Technician is responsible for providing installation, training, technical support, and maintenance services to customers both remotely and on-site. This role serves as a vital link between the customer and internal teams, ensuring equipment functions properly and customer needs are met with professionalism and efficiency.

MAJOR DUTIES AND RESPONSIBILITIES

• Travel to customer locations for installation, training, repair, and service.
• Provide operational, maintenance, and troubleshooting training to customers.
• Deliver exceptional phone support; respond to customer inquiries via telephone, fax, and email in a timely and professional manner.
• Assist customers in understanding how to use products and resolve equipment issues.
• Troubleshoot and resolve technical problems related to customer equipment.
• Coordinate replacement of defective parts as needed.
• Support trade show events, including booth setup, teardown, and on-site technical assistance.
• Collaborate with the Technical Support Manager to report recurring or significant issues related to engineering, production, or user error.
• Maintain and complete service documentation and paperwork accurately.
• Record daily customer interactions in the Service Management Software.
• Work cross-functionally with internal departments such as Sales and Customer Service to communicate the status of repairs, installations, and other service activities.
• Participate in training sessions and continuing education to maintain product and technical knowledge.
• Assist in final testing of product upgrades and new product releases.
• Represent the company professionally, adhering to standards for timeliness, appearance, and conduct.

BASIC QUALIFICATIONS

• Associate's Degree in Electronics or equivalent technical experience required.
• Experience reading and interpreting schematics, maintenance instructions, and procedure manuals.
• Proficient in basic computer and networking concepts, including TCP/IP.
• Working knowledge of Microsoft Windows, Microsoft Dynamics GP, and Microsoft Office Suite.
• Strong verbal and written communication abilities.
• Comfortable speaking in front of customers and groups.
• Ability to produce clear, concise documentation and reports.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions.
• Understanding of geometry, trigonometry, and basic statistical inference.
• Capable of identifying, analyzing, and resolving technical problems independently.
• Ability to interpret diverse instructions delivered in written, oral, or diagram form.

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 EssilorLuxottica SpeakUp Hotline at 844-303-0229 (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.