Technical Advisor

12 hours ago

Burnaby, British Columbia, Canada ExcelGens, Inc. Full time

About the Role:

Work Location: Work Location: Essilor Lab, # Conway Ave, Burnaby, BC, V5E 2P7

Duration: 6-12 months to start with

We are looking for a Technical Advisor – Customer Experience to support optical customers across the Ontario ECP market. This role plays a critical part in ensuring customer satisfaction by delivering fast, high-quality technical support for prescription lens orders, resolving complex technical issues, and acting as a key link between customers, Customer Experience teams, laboratories, and Sales.

You will serve as a technical expert and problem solver, helping prevent errors before production, managing redos and non-adaptation cases, and contributing to continuous improvement initiatives that enhance service quality and reduce returns.

________________________________________

Key Responsibilities


• Respond to technical customer inquiries via hotline and web platforms within one hour


• Review preproduction orders to assess:

o Technical feasibility against control parameters

o Validation of special and custom orders

o Redos and non-adaptation cases


• Provide technical support related to:

o Prescription optimization

o Lens selection and adjustment

o Frame compatibility and optimization


• Support Customer Experience teams, Sales Consultants, and internal stakeholders with technical expertise


• Collaborate closely with laboratory technical teams and continuous improvement teams


• Track and update daily KPIs related to customer satisfaction and service quality


• Train Customer Experience teams on new products, innovations, and lens technologies


• Participate in continuous improvement projects aimed at reducing returns and enhancing customer experience


• Occasionally travel to customer sites and participate in seminars or training sessions

________________________________________

Qualifications & Experience


• Licensed Optician (required)


• Minimum 5 years of experience in optics or a related field


• Strong knowledge of the Microsoft Office Suite


• Working knowledge of Google Suite


• Strong understanding of the range and variety of optical products


• Very good knowledge of LMS systems, particularly Optifacts and SCG calculator


• Strong analytical, communication, and problem-solving skills


• Demonstrated leadership skills


• Strong time management skills with the ability to follow up effectively


• Ability to manage multiple tasks simultaneously in a fast-paced environment


• Strong team player with a collaborative mindset

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