Field Service Technician

1 week ago

Vancouver, British Columbia, Canada EssilorLuxottica Group Full time

Job Summary

The Field Service Technician will travel to customer sites to install, repair, maintain and train users on optometry equipment. This hands-on role includes unpacking, setting up, and training on various equipment, with tasks ranging from basic installation to network integration.

Key Responsibilities

  • Travel to customer locations to perform equipment installations, training, and service
  • Repair, calibrate and install equipment at the client's business site (occasionally from the office)
  • Communicate directly with customers on product use
  • Manage customer equipment problems and requests for replacing defective parts
  • Provide trade show support (set-up, tear down) and sales support during show hours
  • Communicate with supervisor on engineering, production & 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 (Sales, Customer Service, etc.) on status of repairs and installations
  • Attend continuing educational seminars and equipment training
  • Assist in the final testing of new products & 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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