EssilorLuxottica
Corporate - Sr. Director, Service
EssilorLuxottica, Dallas, Texas, United States, 75215
Requisition ID:
860840Position:
Full-TimeTotal Rewards: Benefits/Incentive InformationWe are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry.With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.Our portfolio of more than 150 renowned brands spans various categories, from frames, lenses and instruments to brick-and-mortar and digital distribution as well as mid-range to premium segments. EssilorLuxottica's Instruments division provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements.GENERAL FUNCTION
The Senior Director of Service Technicians is a pivotal leadership role responsible for overseeing a national team of regional service managers & service technician teams. This individual will ensure delivery of high-quality service across all regions, optimize operational efficiency, & drive continuous improvement in service processes. The Senior Director will work closely with other senior leaders to align service operations with company objectives & ensure a superior customer experience.MAJOR DUTIES AND RESPONSIBILITIES
Leadership & Team Management:
Lead, & manage national team of regional service managers, who in turn oversee large teams of service technicians.Set performance goals, conduct regular evaluations, & implement professional development plans to enhance the capabilities of regional managers & their teams.Foster a culture of safety, accountability, & excellence throughout the national service organization.Operational Efficiency & Process Improvement:
Develop & implement strategies to optimize service delivery processes across all regions, reduce downtime, & increase overall efficiency.Standardize service procedures & ensure consistent execution nationwide, working with regional managers to address specific regional needs.Utilize data-driven insights to identify areas for improvement & lead initiatives to enhance service quality & operational performance across national team.Customer Focus & Satisfaction:
Ensure that service technicians consistently deliver high levels of customer satisfaction by resolving issues promptly & effectively, with oversight from regional managers.Implement systems to monitor & improve customer satisfaction metrics, providing regular reports to senior leadership.Resource & Budget Management:
Oversee the allocation of resources, including technician assignments, tools, & equipment, ensuring optimal coverage & efficiency across all regions.Manage budget for national service technician department, ensuring cost-effective operations while maintaining high service quality.Evaluate & implement new technologies & tools that can enhance service delivery & technician productivity on a national scale.Collaboration & Cross-Functional Coordination:
Work closely with other departments, including operations, sales, & product development, to ensure alignment & support for service-related initiatives across the company.Lead cross-functional projects aimed at improving service capabilities & expanding the company's service offerings nationally.Compliance & Safety:
Ensure all service operations nationwide comply with industry regulations, company policies, & safety standards.Promote a culture of safety across all regions to minimize risks & ensure a safe working environment for all technicians.BASIC QUALIFICATIONS
Bachelor's degree in Engineering, Business, or a related field preferred.15+ years of experience in service operations, with at least 5 years in a senior leadership role managing large national teams, including oversight of regional managers.Proven track record of optimizing service operations & improving customer satisfaction on a national scale.Strong understanding of service processes, including field service management, resource allocation, & performance metrics.Experience in managing budgets & financial performance within a service operations context.
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860840Position:
Full-TimeTotal Rewards: Benefits/Incentive InformationWe are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry.With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.Our portfolio of more than 150 renowned brands spans various categories, from frames, lenses and instruments to brick-and-mortar and digital distribution as well as mid-range to premium segments. EssilorLuxottica's Instruments division provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements.GENERAL FUNCTION
The Senior Director of Service Technicians is a pivotal leadership role responsible for overseeing a national team of regional service managers & service technician teams. This individual will ensure delivery of high-quality service across all regions, optimize operational efficiency, & drive continuous improvement in service processes. The Senior Director will work closely with other senior leaders to align service operations with company objectives & ensure a superior customer experience.MAJOR DUTIES AND RESPONSIBILITIES
Leadership & Team Management:
Lead, & manage national team of regional service managers, who in turn oversee large teams of service technicians.Set performance goals, conduct regular evaluations, & implement professional development plans to enhance the capabilities of regional managers & their teams.Foster a culture of safety, accountability, & excellence throughout the national service organization.Operational Efficiency & Process Improvement:
Develop & implement strategies to optimize service delivery processes across all regions, reduce downtime, & increase overall efficiency.Standardize service procedures & ensure consistent execution nationwide, working with regional managers to address specific regional needs.Utilize data-driven insights to identify areas for improvement & lead initiatives to enhance service quality & operational performance across national team.Customer Focus & Satisfaction:
Ensure that service technicians consistently deliver high levels of customer satisfaction by resolving issues promptly & effectively, with oversight from regional managers.Implement systems to monitor & improve customer satisfaction metrics, providing regular reports to senior leadership.Resource & Budget Management:
Oversee the allocation of resources, including technician assignments, tools, & equipment, ensuring optimal coverage & efficiency across all regions.Manage budget for national service technician department, ensuring cost-effective operations while maintaining high service quality.Evaluate & implement new technologies & tools that can enhance service delivery & technician productivity on a national scale.Collaboration & Cross-Functional Coordination:
Work closely with other departments, including operations, sales, & product development, to ensure alignment & support for service-related initiatives across the company.Lead cross-functional projects aimed at improving service capabilities & expanding the company's service offerings nationally.Compliance & Safety:
Ensure all service operations nationwide comply with industry regulations, company policies, & safety standards.Promote a culture of safety across all regions to minimize risks & ensure a safe working environment for all technicians.BASIC QUALIFICATIONS
Bachelor's degree in Engineering, Business, or a related field preferred.15+ years of experience in service operations, with at least 5 years in a senior leadership role managing large national teams, including oversight of regional managers.Proven track record of optimizing service operations & improving customer satisfaction on a national scale.Strong understanding of service processes, including field service management, resource allocation, & performance metrics.Experience in managing budgets & financial performance within a service operations context.
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