Integrated Solutions Support Engineer

pspan style=font-size:12.0pt;font-family:arial, helvetica, sans-serifstrongWiden Your Horizons. Join the Next Chapter of Your Career/strong/span/pp /ppspan style=font-size:12.0pt;font-family:arial, helvetica, sans-serifAt 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. /span/ppspan style=font-size:12.0pt;font-family:arial, helvetica, sans-serifWe work for a brighter future, thinking today about the world of tomorrow. ​/span/ppspan style=font-size:12.0pt;font-family:arial, helvetica, sans-serifDon’t miss the chance to shape your strong#FutureInSight/strong with us!/span/pp /ppSatisloh 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./pp /ppThis role is central and critical for Satisloh organization as well as to ensure high level of Customer Satisfaction by garanteeing that we hear, understand and provide solutions faster and better than any of our competitors can do in the market./pp /ppThe 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./pp /ppThe products concerned are all Software (Rx-Universe, MES-360, E-Ticket, Smart Conveyor II with Conveyor Routing, Aamp;R SPC and KPI Dashboard) and can have more to come./pp /ppspan style=text-decoration:underlinestrongCore Responsibilities/strong/span/ppstrong /strong/ppstrongSupport amp; Ticket Management/strong/pulliTransform customer needs into functional specifications for the Software Development department./liliMake sure Voice of Customers are heard and actions to answers are on track./liliPro-actively survey the performance and the satisfaction of our product and be front-face to customer to listen, record and follow-up./liliOversee the ticketing triage and escalation process in place utilizing Shared Services, regional technical teams, and Global Support./liliMonitor and report on the key performance indicators of the Integrated Solutions Support ticketing process to key stakeholders./liliManage the assignment of support tickets according to the workflows defined./liliInvestigate suspected software bugs and report to dev through ADO./liliPropose new processes and tools that will ease the overal customer satisfaction./li/ulp /ppstrongKnowledge Base amp; Documentation/strong/pulliOwn 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)./liliDrive the prioritization of training material for Integrated Solutions products within the Satisloh Global Support roadmap (iAcademy)/liliCreate and maintain KB articles, leveraging the expertise of the internal technical team and product managers./li/ulp /ppstrongProject Customer Onboarding/strong/pulliLead new customer onboarding and new software release feature training for IS products./liliTrain end‑users and client IT teams and provide clear documentation./liliThis may also cover other products from our portfolio outside of IS scope as we serve as Full Solution Provider./liliManage timelines, resources, and deliverables for some IS Projects./liliCoordinate with development, support, and other Satisloh departments./liliTrack progress, monitor risks, and report status to leadership and clients./liliMaintain compliance with data security and system standards./li/ulp /ppstrongTechnical Expertise/strong/pulliBuild and maintain deep knowledge of Integrated Solutions hardware, software, and integrations./liliProvide problem‑solving expertise to customers and service teams./li/ulpstrong /strong/ppstrongCollaboration with other departments:/strong/pulliRegional and Global Satisloh Support Group/liliSatisloh IS, AE, PM and Sales teams/liliIn group and Out of Group customers/liliEssilorLuxottica Shared Services and RxIT/liliEssilorLuxottica Rx Strategy team/li/ulp /ppspan style=text-decoration:underlinestrongRequired Skills amp; Knowledge/strong/span/pp /ppstrongTechnical Skills/strong/pulliBasic understanding of Windows Server (2016–2022)./liliFundamentals in Microsoft SQL Server (2017+) and PostgreSQL./liliBasic networking fundamentals./liliAbility to diagnose and resolve complex software + hardware issues./liliStrong technical writing skills./liliKnowledge in Jira and HDA or any other Ticketing system/li/ulp /ppstrongProfessional Skills/strong/pulliExcellent communication and problem‑solving skills./liliStrong organization and follow‑through, ownership and accountability./liliAble to work independently with minimal supervision./liliGreat customer service mindset./liliTeam player with a positive attitude and ability to remain calm under pressure./li/ulp /ppspan style=text-decoration:underlinestrongEducation amp; Experience/strong/span/pp /pulliBachelor’s degree in computer engineering, systems engineering, electrical, or mechanical engineering preferred./lili3+ years of software application support or IT systems service experience preferred./lili10 years experience within the Ophthalmic industry/liliGood knowledge of Lens production and associated process, logistics and challenges./li/ulp /ppspan style=font-size:12.0pt;font-family:arial, helvetica, sans-serifstrongOur Diversity, Equity and Inclusion commitment​/strong/span/pp /ppspan style=font-size:12.0pt;font-family:arial, helvetica, sans-serifWe 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./span/p