Integrated Solutions Support Engineer

Integrated Solutions Support Engineer

Widen Your Horizons. Join the Next Chapter of Your Career At EssilorLuxottica, we are committed to empowering our people to grow and succeed. This is your opportunity to take your career to the next level, embrace new challenges, and continue making a difference. We work for a brighter future, thinking today about the world of tomorrow. Don't miss the chance to shape your FutureInSight with us! Satisloh Software Solutions such as MES-360 offers constant evolution to fix and improve our customer satisfaction. It is key for us that our customers get strong and fast solutions when requested. This role is central and critical for Satisloh organization as well as to ensure high level of Customer Satisfaction by guaranteeing that we hear, understand and provide solutions faster and better than any of our competitors can do in the market. The Support Engineer manages, and develops evolutions to, the full support process for Satisloh Integrated Solutions software products within the Integrated Solutions Global Support team — across internal and external teams. Ensure strong customer support and continuous improvement across our support systems and documentation. The products concerned are all Software (Rx-Universe, MES-360, E-Ticket, Smart Conveyor II with Conveyor Routing, A&R SPC and KPI Dashboard) and can have more to come.

Core Responsibilities

Support & Ticket Management

• Transform customer needs into functional specifications for the Software Development department.
• Make sure Voice of Customers are heard and actions to answers are on track.
• Pro-actively survey the performance and the satisfaction of our product and be front-face to customer to listen, record and follow-up.
• Oversee the ticketing triage and escalation process in place utilizing Shared Services, regional technical teams, and Global Support.
• Monitor and report on the key performance indicators of the Integrated Solutions Support ticketing process to key stakeholders.
• Manage the assignment of support tickets according to the workflows defined.
• Investigate suspected software bugs and report to dev through ADO.
• Propose new processes and tools that will ease the overall customer satisfaction.

Knowledge Base & Documentation

• Own the evolution roadmap of the Knowledge Base (KB) with prioritization based on software releases and key train-up opportunities for lower-level support (L0-L2).
• Drive the prioritization of training material for Integrated Solutions products within the Satisloh Global Support roadmap (iAcademy).
• Create and maintain KB articles, leveraging the expertise of the internal technical team and product managers.

Project Customer Onboarding

• Lead new customer onboarding and new software release feature training for IS products.
• Train end-users and client IT teams and provide clear documentation.
• This may also cover other products from our portfolio outside of IS scope as we serve as Full Solution Provider.
• Manage timelines, resources, and deliverables for some IS Projects.
• Coordinate with development, support, and other Satisloh departments.
• Track progress, monitor risks, and report status to leadership and clients.
• Maintain compliance with data security and system standards.

Technical Expertise

• Build and maintain deep knowledge of Integrated Solutions hardware, software, and integrations.
• Provide problem-solving expertise to customers and service teams.
• Collaboration with other departments: Regional and Global Satisloh Support Group Satisloh IS, AE, PM and Sales teams In group and Out of Group customers EssilorLuxottica Shared Services and RxIT EssilorLuxottica Rx Strategy team

Required Skills & Knowledge

Technical Skills

• Basic understanding of Windows Server (2016–2022).
• Fundamentals in Microsoft SQL Server (2017+) and PostgreSQL.
• Basic networking fundamentals.
• Ability to diagnose and resolve complex software + hardware issues.
• Strong technical writing skills.
• Knowledge in Jira and HDA or any other Ticketing system

Professional Skills

• Excellent communication and problem-solving skills.
• Strong organization and follow-through, ownership and accountability.
• Able to work independently with minimal supervision.
• Great customer service mindset.
• Team player with a positive attitude and ability to remain calm under pressure.

Education & Experience

• Bachelor's degree in computer engineering, systems engineering, electrical, or mechanical engineering preferred.
• 3+ years of software application support or IT systems service experience preferred.
• 10 years experience within the Ophthalmic industry
• Good knowledge of Lens production and associated process, logistics and challenges.

Our Diversity, Equity and Inclusion commitment

We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.