INTERNATIONAL TECHNICAL SUPPORT MANAGER for CONNECTIVITY (F/H)

Luxottica; Créteil; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A global optical solutions company is seeking an International Technical Support Manager to oversee connectivity solutions across EMEA. The role involves managing technical issues, providing advanced support, and leading projects to enhance operational efficiency. Candidates should have a background in Engineering or IT, with at least 5 years of relevant experience, and proficiency in both English and French is highly valued.

Qualifications

• At least 5 years of experience in technical support or project management.
• Solid experience in connectivity and information systems.
• Knowledge of applications in a medical environment is a strong plus.

Responsabilités

• Facilitate rollout of CONNECT solution in EMEA.
• Provide advanced technical support to global networks.
• Conduct comprehensive training sessions for product mastery.

Connaissances

Technical support for applications

Problem analysis and solving

Customer-oriented approach

Conducting training sessions

Good listening skills

Formation

Engineering or IT background

Outils

Basic software packages

Description du poste

INTERNATIONAL TECHNICAL SUPPORT MANAGER for CONNECTIVITY (F/H)

Your role

The Connectivity Support Manager plays a critical role in ensuring the successful integration of Essilor Instruments solutions within customer ecosystems, including opticians, optometry practices, laboratories (PMS, EHR, lab systems), and teleoptometry solutions. This position is essential for supporting the Instruments Division's business objectives through seamless IT connectivity and data transfer.

Key Challenges and Objectives

• Facilitate the rollout of the CONNECT solution in EMEA, with additional support for APAC.
• Serve as the technical focal point for ensuring robust IT connections and data flow across various Essilor Instruments solutions and customer IT systems.
• Enable business continuity by addressing technical issues efficiently and ensuring customer satisfaction.

Connectivity Support Manager serve as a transversal technical reference within the Customer Services organization.

• Taking a leadership role in sharing and disseminating technical knowledge.
• Providing advanced (Level 3) technical support to global technical networks.
• Leading connectivity projects across the Essilor Instruments organization.
• Driving the continuous improvement of products, solutions, and processes within the Instruments International Division.
• Management of 1 trainee
• Software Configuration Management:
  • Provide expert advice and support on the application systems under your responsibility.
  • Ensure the quality, performance, and maintenance of assigned applications (corrective, preventive, and evolutionary).
  • Coordinates corrective, preventive, and evolutionary maintenance activities.
• Quality Management of the Configuration:
  • Apply defined standards, methods, and tools for configuration quality.
  • Maintain up-to-date application maps and documentation.
  • Ensure compliance of solutions with IT services and R&D standards as needed.
  • Sustain knowledge management practices to preserve expertise in deployed solutions.
• Technical reference for multiple countries in the distribution network:
  • Offer technical support to multiple countries or the entire global network.
  • Act as the L3 level for resolving technical issues and liaising with R&D teams.
  • Represent services in new product or project development to integrate maintenance requirements from the start.
  • Collect and communicate key performance indicators (KPIs) related to applications
• Knowledge transfer within the network:
  • Enhance the technical knowledge base across the network by sharing training materials.
  • Disseminate updated technical documentation to global teams.
  • Conduct comprehensive training sessions to ensure mastery of the products.
• Collaborate with internal teams to identify and implement product and process improvements.
• Gather and analyze feedback from distribution networks to inform product evolution.
• Propose innovative solutions to improve operational efficiency and customer satisfaction.
• Project Management
  • Lead or contribute to projects linked to connectivity, depending on complexity.
  • Ensure projects align with organizational goals and support long-term maintenance and business needs.

Your profile

• Educational Background in Engineering or IT
• At least 5 years of experience in technical support of application or technical project management interested in customer support
• Solid experience with basic software packages and information system (PC, connectivity)
• Solid experience in problem analysis and solving
• Knowledge of application in medical environment is a strong plus
• Responsiveness and customer-oriented approach.
• Strong listening skills and analytical mindset, enabling the ability to make accurate diagnoses and provide effective solutions.
• Proficiency in conducting training sessions and a pedagogical sense.
• Good level of English is mandatory. French is a strong plus.