Technical And Customer Support Specialist

Technical And Customer Support Specialist

Essilor Instruments 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.

Essilor Instruments 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. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Cellview Imaging, based in Toronto, is a medical device company revolutionizing eye care with advanced ultra-widefield retinal imaging technology. Their systems enable clinicians to capture high-definition images of the retina, including peripheral areas, aiding in early disease detection and improved diagnoses. As part of EssilorLuxottica, Cellview leverages global resources and expertise to accelerate innovation and expand access to transformative diagnostic tools.

Position Summary The Technical and Customer Support Specialist ensures top-tier technical assistance and customer service for Cellview's imaging systems. This dual-role involves installation, training, troubleshooting, and ongoing support for clients—primarily eye care professionals—while maintaining service documentation and coordinating with internal teams to ensure a seamless experience.

Key Responsibilities

• Install, repair, calibrate, and upgrade imaging systems.
• Provide remote and phone-based technical support.
• Train clinicians and staff on device usage.
• Perform preventative maintenance and software/firmware updates.
• Rebuild used equipment for resale.
• Maintain accurate service records in SIS/CRM systems.
• Prepare demo systems and support trade show logistics.
• Manage spare parts inventory and return processes.

Customer Experience

• Respond promptly to client inquiries.
• Monitor order fulfillment and communicate delays.
• Collaborate with sales, labs, and operations to resolve issues.
• Build strong client relationships through regular follow-ups.
• Share updates on new products and promotions.

Process Improvement

• Support continuous improvement initiatives.
• Help refine technical documentation and FAQs.
• Participate in internal projects to enhance service delivery.

Qualifications

• College diploma in Electromechanical, Electronics, Biomedical Engineering, or related field.
• 5+ years in technical support or field service for medical/imaging devices.
• Strong IT/networking skills, especially in Windows environments.
• Excellent communication skills; bilingual (English/French) is a plus.
• Organized, customer-focused, and able to multitask.
• Proficient in Microsoft Office and CRM/ticketing systems.
• Valid driver's license; frequent travel required.
• Able to lift and transport equipment up to 35 kg (75 lbs).

Preferred Experience

• Knowledge of ophthalmic/optometric devices.
• Experience in regulated medical device environments.
• Background in client-facing or customer experience roles.