- Company Name
- EssilorLuxottica
- Job Title
- INTERNATIONAL TECHNICAL SUPPORT MANAGER for CONNECTIVITY (F/H)
- Job Description
-
**Job Title**
International Technical Support Manager – Connectivity
**Role Summary**
Lead the technical integration of Essilor Instruments solutions across optometric, laboratory, and teleoptometry ecosystems worldwide. Ensure robust IT connectivity, seamless data flow, and high customer satisfaction while providing Level‑3 support, managing connectivity projects, and driving continuous improvement across the global network.
**Expectations**
Deliver end‑to‑end connectivity solutions, maintain application quality, and act as the principal technical liaison for multiple countries. Provide training, documentation, and KPI reporting to sustain network performance and support future product development.
**Key Responsibilities**
- Serve as senior technical reference and Level‑3 support for global IT connectivity across customer systems (PMS, EHR, lab systems).
- Lead and coordinate connectivity projects, ensuring alignment with business objectives and long‑term maintenance plans.
- Drive continuous improvement of products, solutions, and processes, gathering feedback and proposing innovative enhancements.
- Manage configuration and software maintenance (corrective, preventive, evolutionary) and maintain accurate application maps and documentation.
- Oversee quality management of configuration, applying defined standards and ensuring compliance with R&D and IT service requirements.
- Provide expert guidance on application systems, ensuring performance, quality, and maintenance standards.
- Train and mentor a trainee, share technical knowledge, and deliver comprehensive training sessions across the network.
- Act as a technical liaison across multiple countries, resolving complex issues, coordinating with R&D, and representing services in new product/project development.
- Collect, analyze, and report key performance indicators (KPIs) related to application performance and customer satisfaction.
**Required Skills**
- Engineering or IT background with at least 5 years of technical support or technical project management experience.
- Proficient with PC environments, software configuration, and general connectivity concepts.
- Strong analytical and problem‑solving abilities; capable of resolving challenging technical issues at Level‑3.
- Excellent communication and listening skills, with a customer‑centric mindset.
- Experience in knowledge transfer, documentation management, and training delivery.
- Ability to manage projects and coordinate cross‑functional initiatives.
- Knowledge of medical or optometric application environments is a significant plus.
**Required Education & Certifications**
- Bachelor’s degree in Engineering, Computer Science, Information Technology or a related field.
- Any relevant industry certifications (e.g., ITIL, PMP, or connectivity‑specific credentials) are advantageous but not mandatory.