Technical Service Representative

3 weeks ago

Vancouver, British Columbia, Canada EssilorLuxottica Group Full time
Job Summary

We are seeking a highly skilled Field Service Technician to join our team at EssilorLuxottica Group. As a key member of our technical services team, you will be responsible for installing, repairing, and maintaining optometry equipment at customer sites.

Key Responsibilities
  • Travel to customer locations to perform equipment installations, training, and service
  • Repair, calibrate, and install equipment at the client's business site
  • Communicate directly with customers on product use and troubleshoot issues
  • Manage customer equipment problems and requests for replacing defective parts
  • Provide trade show support and sales support during show hours
  • Communicate with supervisor on engineering, production, and end-user issues
  • Provide telephone technical support to clients, technicians, and sales representatives
  • Train clients on how to use the equipment
  • Rebuild used equipment for resale
  • Identify and manage the level of spare parts required to repair the equipment
  • Verify and label standard exchange spare parts to be returned to the head office
  • Coordinate and schedule workshop and field service calls using the ERP internal system
  • Register all cases as work order cases and report travel schedule
  • Update the ERP system database after each service call and produce weekly reports
  • Prepare equipment for demonstrations at clients' business sites and optical shows
  • Complete, maintain, and process pertinent paperwork
  • Work internally with other functional areas on status of repairs and installations
  • Attend continuing educational seminars and equipment training
  • Assist in the final testing of new products and upgrades
  • Provide operational, maintenance, and troubleshooting training
  • Execution of any other related tasks as well as support and assistance to other departments
Requirements
  • DEC in electromechanical or electronics (optical knowledge is an asset)
  • Minimum 2 years of experience in technical services
  • Network and IT knowledge
  • Basic knowledge of the Windows Office suite
  • Valid driving license in the province of employment/location
  • Ability to lift or move equipment, with assistance, weighing 70 to 100+ pounds
  • Frequent travelling required with some overnight stays, travel 80-90%, locally and across a multi-province territory
  • Strong interpersonal and customer service skills; ability to train others
  • Ability to work independently with the drive to learn and a sense of accountability
  • Ability to stand for prolonged periods of time
Preferred Qualifications
  • Technical experience installing and/or repairing equipment/machinery
  • Experience with optical, medical, and/or lab equipment

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