EssilorLuxottica Group
Customer Technical Support Advisor
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Technical Support Advisor
About the Role
If you’ve worn a pair of glasses, we’ve already met.
We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest, and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear, and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò, and the GrandVision network), and leading e-commerce platforms.
Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
Contract: Permanent, Full-time
Location: Thornbury, Hybrid
Main Responsibilities
Technical Support
- Manage and maintain the day-to-day operation of the Technical Support Helpdesk, ensuring agreed KPIs and SLAs are consistently achieved.
- Act as the dedicated technical support contact for Eye Care Professionals (ECPs) across the UK and Ireland, providing expert guidance on visual issues, prescription and lens combinations, dispensing challenges, and product suitability.
- Serve as the escalation point for CIC teams, supporting the diagnosis and resolution of complex queries relating to prescription modifications, prism, lens power ranges, lab rejections, and dispensing concerns.
- Deliver both practical technical assessments and telephone-based B2B and B2C technical support.
- Assess, investigate, and resolve complex visual performance issues, providing clear recommendations and effective solutions.
- Conduct detailed evaluations of returned spectacle lenses where dedicated technical investigation or follow-up is required, identifying faults, defects, or visual issues and keeping customers informed throughout the resolution process.
- Take ownership of customer complaints requiring technical assessment and provide timely, accurate feedback to support successful resolution.
- Support product launches, continuous improvement initiatives, and cross-functional business projects as required.
- Develop and deliver technical, optical, and product-specific training materials to support internal teams where requested.
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Customer Relationship Management
- Build and maintain strong relationships with key stakeholders, including Opticians, Dispensers, lab technicians, and all internal departments.
- Respond to members of the public who contact the company, providing accurate and helpful responses while guiding them to their local Essilor ECP.
- Lead customer retention efforts by supporting in the resolution or investigation of technical/quality issues and enhancing the overall customer experience.
- Act as a trusted technical partner to customers, demonstrating professionalism, expertise, and a customer-focused approach at all times.
Projects/Training
- Where the CRM manager requires, you may be asked to develop and/or facilitate training for new staff and upskill existing CIC agents, ensuring comprehensive understanding of optical products and procedures.
- Participate in projects spanning Quality, Production, NPI, Customer Service, and Returns remits to improve overall quality standards, reduce instances of non-tolerance, and ultimately improve customer/patient satisfaction.
Main Requirements
- Extensive experience within an optical practice environment or the wider ophthalmic industry.
- Strong understanding of the patient journey and the factors influencing successful visual outcomes.
- Confidence in dispensing spectacle lenses, with a clear understanding of prescription, frame, lens, fitting, and centration compatibility.
- Excellent troubleshooting and problem-solving skills, particularly in relation to visual complaints and spectacle lens performance.
- Strong technical knowledge of spectacle lenses, prescriptions, optical dispensing, and lens technology.
- Knowledge of relevant ISO standards, British Standards, and quality frameworks used in the assessment of spectacle lenses and manufacturing tolerances.
- Excellent communication and interpersonal skills, with the ability to build credibility and maintain relationships across a broad range of stakeholders.
- High levels of accuracy, attention to detail, and commitment to quality assurance.
- Proficiency in business systems and software, including AS400, See4C, SAP, SAP BO, and Microsoft Office applications.
- Proven ability to identify, assess, and resolve spectacle faults, manufacturing defects, and visual adaptation concerns while maintaining excellent customer service standards.
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Desirable
- Qualified Dispensing Optician or Experienced Optical Assistant
- Experience delivering technical training and coaching within an optical or customer service environment.
- Understanding of the lens manufacturing processes and troubleshooting within a laboratory environment.
Our Diversity, Equity, and Inclusion Commitment
We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.
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