Field Service Technician

Field Service Technician

Brand: Essilor and Subsidiaries Location: Philadelphia, PA, US, 19114 Position: Full-Time Total Rewards: Benefits/Incentive Information 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.

General Function The Field Service Technician is responsible for installing, training, repairing, & maintaining finishing lens systems & related equipment at customer sites. This role requires strong technical aptitude, excellent customer communication skills, & a hands-on approach to ensuring equipment performance & customer satisfaction. The Field Service Technician plays a critical role in representing the company's service brand by delivering professional, timely, & high-quality support. This includes performing on-site installations, providing customer training, troubleshooting issues, & executing preventative maintenance.

Major Duties & Responsibilities Travel to customer sites to perform equipment installations, operator training, & ongoing service support. Unpack, install, & configure equipment upon delivery; ensure proper setup, calibration, & integration into customer systems. Install a variety of equipment with varying levels of complexity, including those requiring water & drain connections, network setup, & integration with practice management systems. Demonstrate technical proficiency in network cabling, TCP/IP configuration, & basic hardware/software integration. Provide on-site & remote troubleshooting support, coordinating with Technical Support when additional assistance is needed. Deliver comprehensive operator training on equipment use, safety, & routine maintenance. Perform preventative maintenance & repairs to minimize equipment downtime & extend product life. Communicate effectively with customers to address service needs, equipment functionality, & maintenance schedules. Handle customer requests for replacement of defective parts & ensure accurate documentation of all service actions. Provide trade show support including equipment setup, teardown, & technical assistance during show hours. Collaborate with internal teams (Engineering, Production, Sales, & Customer Service) to relay customer feedback, recurring issues, & product improvement opportunities. Complete all required service reports, installation documentation, & work orders accurately & in a timely manner. Provide customer support via phone, email, & remote diagnostic tools as needed. Additional duties & scope as needed

Basic Qualifications Associate degree in Electronics, Electrical Engineering Technology, or related technical field; or equivalent work experience. Minimum 3+ years of experience in field service, equipment installation, or technical support (preferably within medical devices, optical, or related industries). Ability to read & interpret schematics, wiring diagrams, & technical manuals. Solid understanding of basic networking concepts & protocols (TCP/IP). Strong mechanical aptitude & problem-solving skills. Basic computer proficiency, including experience with diagnostic & service software. Excellent communication & interpersonal skills, with a customer-first mindset. Ability to work independently in the field with minimal supervision. Willingness & ability to travel extensively within the assigned territory (may include overnight stays). Must hold a valid driver's license. Ability to lift & move equipment (up to 50 lbs) & perform physically demanding installations. Preferred Qualifications Experience installing, maintaining, or repairing lens finishing, ophthalmic, or medical diagnostic equipment. Working knowledge of practice management system integrations or networked device setups.