International Technical Support Manager For Connectivity (F/H)

International Technical Support Manager For Connectivity (F/H)

If you have ever worn glasses, we have already met. We are a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry partners in more than 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest, and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear, and Costa), as well as a network that offers consumers high-quality vision care and premier shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò, and the GrandVision network), and leading e-commerce platforms.

Join our global community of more than 190,000 dedicated employees worldwide to drive the transformation of the eyewear and vision care industry. Are you ready to explore new horizons, foster inclusivity and collaboration, agility, and passion, and have a positive impact on the world?

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 serves as a transversal technical reference within the Customer Services organization.

Main responsibilities

• 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.
• Continuous Improvement Participation:
• 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.