Optical Tech Support Specialist

EssilorLuxottica; Thornbury; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

EssilorLuxottica in Thornbury, UK, is seeking a Technical Support Advisor to manage the CIC Technical Support Helpdesk, delivering expert optical support to customers, consumers, and internal teams. The role requires dispensing knowledge, troubleshooting, and guidance on lens choices, while coordinating with France for specialised lens requests and staff eyewear services.

You will train colleagues, contribute to quality and product launches, and build strong relationships with Opticians and labs

Qualifications

• Extensive experience within an optical practice environment.
• Strong understanding of the patient journey and visual outcomes.
• Confidence in dispensing spectacle lenses and understanding prescriptions.
• Excellent troubleshooting and problem-solving skills for visual issues.
• Strong technical knowledge of lenses, dispensing, and lens technology.
• Knowledge of ISO standards, British Standards, and quality frameworks.
• Excellent communication and interpersonal skills.
• Proficiency with business systems and software including AS400, See4C, SAP, SAP BO, and MS Office.
• Qualified Dispensing Optician or Experienced Optical Assistant.
• Experience delivering technical training and coaching.
• Understanding of lens manufacturing processes and lab workflows.

Responsibilities

• Manage the day-to-day operation of the Technical Support Helpdesk and meet KPIs and SLAs.
• Serve as the dedicated technical support contact for Eye Care Professionals across the UK & Ireland.
• Escalate and resolve complex queries related to prescriptions, prism, and lab issues.
• Deliver telephone-based B2B and B2C technical support.
• Assess and resolve visual performance issues and provide clear recommendations.
• Investigate returned spectacle lenses and communicate findings to customers.
• Own customer complaints requiring technical assessment and timely feedback.
• Support product launches and continuous improvement initiatives.
• Develop and deliver training materials for internal teams.
• Lead CRM activities and maintain stakeholder relationships.
• Participate in Quality, Production, and NPI projects to raise standards.

Skills

Troubleshooting

Customer service

Dispensing spectacles

Communication

Optical knowledge

Patient journey

Education

Qualified Dispensing Optician or Experienced Optical Assistant

Tools

AS400

See4C

SAP

SAP BO

Microsoft Office

Job description

EssilorLuxottica in Thornbury, UK, is seeking a Technical Support Advisor to manage the CIC Technical Support Helpdesk, delivering expert optical support to customers, consumers, and internal teams. The role requires dispensing knowledge, troubleshooting, and guidance on lens choices, while coordinating with France for specialised lens requests and staff eyewear services.

You will train colleagues, contribute to quality and product launches, and build strong relationships with Opticians and labs