Corporate - Sr. Director, Service

Requisition ID: 860840 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

We 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

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.