Technical Advisor

2 days ago

Burnaby, Canada Abacus Service Corporation Full time

Job title: Technical Advisor Job description: Part of national Tech Adv team, •Troubleshooting/problem solving of optical issues- from both dispensers and/or, from patients - in some escalated situations •Analyze pre-production orders, propose options, - liaise with Edging teams •Phone and email support to customers, and internal cust experience agents •Provide product info to both ECP's and Essilor teams •Work with Marketing, LMS, Lab and Specialty lab teams for product feasibility Position type: Temporary Start date: ASAP End date: To be discussed during the intake call Shift time: :am - pm Work Location: Essilor Lab, - Conway Ave, Burnaby, BC, VE P Attachment: JOB DESCRIPTION JOB TITLE: Technical Advisor- Cust Svc OPERATIONAL UNIT (BRAND): Professional Solutions EMPLOYMENT CATEGORY: Customer Experience DEPARTMENT: Customer Experience REPORTS TO: Customer Experience Supervisor JOB CODE : UXSM LEVEL: N FLSA: Non-Exempt EEO- CATEGORY: GENERAL FUNCTION: As a Technical Advisor – Customer Experience, you will support the Ontario ECP market and contributes to increase customer satisfaction by assisting customers by analyzing their preproduction orders, proposing solutions to various problems reported by customers and providing quality technical support, while collaborating with all departments involved. KEY FUNCTIONS: Ensure customer requests from the Varilux Hotline and web platform are answered in less than one hour Support Customer Experience teams and customers by reviewing orders (phone, fax, mail, web) to undertake the necessary execution of these actions: Feasibility of order versus control parameters; Validation of special or custom orders; Redos; Non-adaptation. Update KPIs on a daily basis to ensure proper customer satisfaction levels; Work closely with lab technical teams and continuous improvement teams; Provide technical support to customer experience teams to identify and solve problems; Provide technical support to Sales Consultants and customers for all product-related issues (prescription optimization, non-adaptation, adjustment, frame optimization, etc.); Provide technical support to internal customers; Know in detail the products and their positioning to provide appropriate technical support; Train Customer Experience teams on innovations, new technologies and lenses; Collaborate with informal teams on various continuous improvement projects (% of return per customer, etc.); • May be required to travel to customers and participate in seminars. QUALIFICATIONS: • Licenced Optician (required); • Minimum of years' experience in optics or a similar field; • Good knowledge of the Microsoft Office Suite; • Good knowledge of Google Suite; • Good knowledge of the range and variety of products offered; • Very good knowledge of LMS systems and in particular Optifacts and SCG calculator; • Strong analytical, communications and problem-solving skills; • Leadership skills; • Ability to organize time and ensure follows ups; • Ability to perform multiple tasks simultaneously; • Team player;

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