If you complement strong customer service skills, including the ability to interact effectively with customers over the phone, with the technical aptitude to learn and support Essilor Instrument's lens finishing equipment, the role of Phone Support Technician offers a great mix of challenge and opportunity. You will:

• Join a growing team of talented phone support technicians providing level one technical support to customers and potential customers (optometrist offices) who are experiencing issues and/or have questions
• Take advantage of strong training. You'll be able to leverage the breadth of your current skillset and knowledge, and we'll set you up for success by providing the training you need to learn our equipment and processes. 
• Enjoy the best of both worlds: The collaborative, small team environment in Lewisville, along with the strong foundation and stability of a global industry leader. 
• Spotlight your talent and potential to take on new responsibilities and advance your career within Essilor Instruments, Sereo Optical or Essilor of America.
• Become part of an organization driven by a threefold mission: Improving lives by improving sight, Innovating for better vision, and Reaching the 2.7 billion underserved
• Join at a time of exciting transformation; our 2018 merger with Luxottica has given us an unmatched global footprint in the eyewear industry

We have two opportunities available for Phone Support Technicians, so feel free to share this information with your talented network of peers. 

You will support the equipment of Essilor Instruments, a leader in the development of modern solutions and technologies for eye care professionals throughout the world. Essilor Instruments is part of the Stereo Optical group, a division of Essilor of America, Inc. Essilor of America is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people, and operates the largest and most comprehensive optical laboratory network in the U.S.

Video/image: You will support finishing equipment such as Mr. Blue 2.0. Mr. Blue is the perfect solution allowing customers to work with cutting- edge technology, differentiate offerings, optimize the edging process. 

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Phone Support Technician opportunity, you will have:

• A high school diploma or equivalent; an associate degree in a technical discipline is preferred
• Strong technical skills and the aptitude to learn and support lens finishing equipment
• The ability to learn how to diagnose and troubleshoot software and hardware issues  
• Strong computer skills including:
  • Windows and Microsoft Office Suite
  • ERP software, ideally Microsoft Dynamics GP preferred
  • SAP preferred
• Excellent interpersonal and customer service skills and experience, ideally supporting internal and/or external customers via phone and email
• A professional phone manner, including patience, empathy and a knack for understanding customer needs
• A diagnostic mindset to find root cause
• Excellent verbal and written communication skills; ability to effectively interact with a variety of internal and external contacts
• Ability to work as an effective individual contributor and strong team member

You will work a Monday through Friday day shift. Currently, team members are working from home, but when it is safe to do so, we anticipate the team will return to the office in Lewisville, TX.

Reporting to a supervisor, as Phone Support Technician, you will be responsible for answering technical and product questions regarding our Essilor Instruments lens finishing equipment. Daily, you'll answer incoming calls from customers, serving as the first level of support, managing issues, and documenting and/or escalating calls as per policy. 

As part of your essential duties and responsibilities, you will:

• Serve as customer contact on routine technical and service-related questions regarding finishing equipment issues and requests for information 
• Diagnose basic and routine mechanical, hardware, software issues using established procedures
• Learn and apply policies and processes to ensure the resolution of basic and routine technical problems  
• Troubleshoot and determine the most cost-effective repair and resolution to minimize customer and/or equipment downtime  
• Escalate level two questions to the Optometry IT Service Technician as needed and appropriate  
• Generate repair orders and other documents as needed; ensure Sales is alerted to sales and upgrade questions
• Maintain the highest level of customer satisfaction by promptly resolving tangible problems and concerns of low complexity
• Respond to, follow up, and close all assigned problems
• Acquire and apply new knowledge and skills necessary to support Essilor Instruments finishing products
• Remain up to date on equipment chan
• Handle other duties as needed and assigned

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: Mr. Orange sets a simple and accessible standard for even the most difficult jobs. Whatever the finish or curvature of the lens, its wide array of functions guarantees top quality results. 

Professional development
We'll provide training to acquaint you with our culture and business, as well as the technical skills necessary in this role. We're committed to ensuring you thrive here, and history shows that strong performers can advance their careers at Essilor Instruments, Stereo Optical and Essilor of America.

Great environment
Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for over 70 years. If you’re someone who loves to learn, this could be a great place to grow your career.

Truly living our values
At Stereo Optical and across Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability.

Excellent benefits
We offer an exceptional mix of benefits including medical, dental and vision plans; a 401(k) plan with company match; a company vehicle, tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

To excel in this role, you will take a proactive approach to getting up to speed on our policies, processes and the technology you will support. We understand that there will be a learning curve, and we'll provide strong training, but your commitment to continually learn and advance your skills and knowledge will shorten that curve and help you make a positive impact in short order.

Those who are successful in our culture are self-driven and motivated, have a pleasant attitude, sense of urgency, follow-through, and a desire to learn and contribute. They are flexible and adaptable in our growing environment, as well as reliable. In addition, to be an outstanding Phone Support Technician, you will:

• Bring outstanding communication skills to customer, as well as, internal interactions
• Support our commitment to quality and service
• Achieve goals independently and also contribute as a team player; support team members as they'll support you
• Keep strong records; follow up/follow through
• Manage multiple tasks and priorities effectively
• Adapt to change in our high-growth, evolving environment
• Bring a commitment to our mission and goals