Job Title: Instrument Service Team Coordinator
Company: EssilorLuxottica
Location: Not specified
About Us:
We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together two industry pioneers to create a vertically integrated business that addresses evolving vision needs and the demand for eyewear.
We have over 180,000 dedicated employees in 150 countries driving our iconic brands. Our people are creative, entrepreneurial, and celebrated for their unique perspectives and individuality.
Job Description:
This role coordinates the instrument technical team to achieve set customer satisfaction. It involves developing team members' skills and knowledge as well as defining service offerings and processes regarding instrument service.
The successful candidate will report to the head of Instruments and work closely with the instrument technical members.
Main Responsibilities:
1. Operational management of instruments service team: planning, commercial offers.
2. In-field coaching of the service team when necessary.
3. Enable instruments service team to perform at a high level through coaching and organizing tailored trainings.
4. Continuous improvement of processes around instruments-service to achieve efficiency increase.
5. Active complaint management (through team and as escalation level).
6. Drive customer satisfaction through constant focus on customer experience.
7. Planning and organization of the technical team and priorities on the field.
8. Definition and monitoring of KPIs for instruments service.
9. Building lasting key-customer relations through regular customer interactions.
10. Administrative tasks related to service activities.
11. Market monitoring and reporting; actively build network within the optical industry.
12. Identifying new opportunities for growth by monitoring industry trends.
Candidate Profile:
1. Professional experience in a comparable position; vocational training in a technical position.
2. Customer and service orientation, experience in customer service with leadership aptitude.
3. Strong team player with ability to collaborate with all relevant departments and stakeholders.
4. High level of autonomy, prioritization, and organizational skills.
5. Distinctive problem-solving, analytical skills combined with strong business acumen.
6. Ability to effectively prioritize, demonstrate flexibility, and ownership in a fast-changing matrix environment.
7. Technical & professional competency.
8. Service-oriented thinking and acting.
9. Solid experience with MS Office, ERP System, and Network-Structure.