Sr Specialist- Field Service Technician

At Satisloh, we are proud of our products and services for the optical industry. As a global leader in the ophthalmic and precision optics markets, we manufacture machines and provide technological solutions for both. We believe our team is the driving force of the company, applying ambition and entrepreneurial spirit to achieve success. Every Satisloh employee plays an important role; from the initial idea to the final coating, the team truly knows that lens making is an art. Satisloh is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions.

About the role

As a Sr Specialist - Field Service Technician, you will be responsible for providing prompt and accurate technical support while working remotely. The daily work environment will be in optical labs, working directly with customers throughout major US cities. The normal travel schedule will involve approximately 80% travel to customers and 20% office and other activities. This role is responsible for the installation, maintenance, and repairs on all Satisloh surfacing equipment.

Responsibilities

• Install, repair, and perform maintenance on all RX optical machinery.
• Possess ability to read and interpret hydraulic, electrical, and pneumatic schematics.
• Provide technical support to customers via travel and telephone support.
• Assist customer service and shipping/receiving with part identification.
• Foster and maintain a working environment within the department that encourages positive, open, and professional communication and a strong focus on the customer.
• Perform customer service and customer communication.
• Provide prompt and accurate technical support via customer service phone calls.
• Address customer issues in a timely manner.
• Maintain ongoing contact with Field Service Manager to discuss scheduling.
• Prepare expense reports.
• Prepare Service Work Orders for all customer visits.
• Update and maintain customer database.
• Attend trade shows and exhibitions.
• Provide manuals and other documentation to customers upon request.
• Attend product/operations training in Italy, Germany, or Switzerland upon request.
• Understand, evaluate, and meet the customer’s needs and expectations in a proactive manner.
• Facilitate the department’s implementing change and continuous improvement of processes.
• Work with all departments to ensure maximum coordination of efforts in resolving common problems and attaining common objectives.
• Maintain files and prepare correspondence, memos, and reports.
• Work closely with project managers to improve process improvements.

Requirements

• 2-5 years of previous mechanical and electrical experience, preferably with ophthalmic equipment.
• High School Diploma required; preferred Technical Degree (two or four-year college).
• Excel at communication (verbal and written), decision-making skills, and ability to think under pressure, take action, and facilitate customer solutions.
• Valid Driver's License.
• Basic computer skills (Microsoft Word, Excel, Google Mail, and Internet).
• Ability to lift and/or move up to 75-100 pounds.

Preferred Qualifications

• Armed Forces Electronics Training is considered a plus.
• Ophthalmic equipment knowledge, specifically coating and polishing machines.

Benefits

In addition to employee pay determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements, you may also be offered:

• A competitive bonus and/or commission plan.
• A first-class total rewards package, including health care, retirement savings, paid time off/vacation, and various employee discounts.