Instrument COORDINATOR

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

JOB SCOPE AND MAIN RESPONSIBILITIES: 

Coordination of the instruments technical team with the responsibility of achieving set customer satisfaction. Active development of team members (skills and knowledge) as well as in definition of service-offerings and processes regarding instruments service). 

Reporting to the head of Instruments. 

No direct report but dotted line with the Instrument technical members. 

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES: 

Operational management of instruments service team (technical back-office and field-based technicians): planning, commercial offers. 

In-field coaching of the service team when necessary 

Enable instruments service team to perform on high level through coaching, providing structure and organizing tailored trainings and skill enhancements

Continuous improvement of processes around instruments-service to achieve efficiency increase

Active complaint management (through team and as escalation level)

Drive customer satisfaction through constant focus on customer experience in his own dealings as well as in all actions of the instruments service team

Planning and organization of the technical team and priorities on the field 

Definition and monitoring of KPIs for instruments service

Building lasting key-customer relations through regular customer interactions with high-profile customers

Administrative tasks related to service activities

Market monitoring and reporting Actively build network within the optical industry

Identifying new opportunities for the growth of Essilor Instruments by monitoring industry trends

Improve employee satisfaction 

CANDIDATE PROFILE: 

Professional experience in a comparable position; vocational training in a technical position 

Customer and service orientation, experience in customer service with leadership aptitude 

Strong team player with ability to collaborate with all relevant departments and stakeholders 

High level of autonomy, prioritization and organizational skills 

Distinctive problem solving, and analytical skills combined with strong business acumen 

Ability to effectively prioritize, demonstrate flexibility and ownership in a fast-changing and matrix environment 

Technical & professional competency 

Service-oriented thinking and acting 

Solid experience with MS Office, ERP System and Network-Structure 

Bilingual German and French