Service Center Manager - Instruments (F/M)

Service Center Manager - Instruments (F/M)

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Management & leadership

Your role

The Service Center Manager is responsible for the overall performance of the Service Center, ensuring customer satisfaction through safe, compliant, cost‑efficient and timely service operations.

The role leads service activities related to medical devices and other machines, guaranteeing high standards of quality, regulatory compliance, safety and operational excellence. The Service Center Manager manages multidisciplinary teams while ensuring service continuity and performance.

This position acts as a key interface between customers (Essilor Instruments distribution network), internal stakeholders and suppliers, and contributes to continuous improvement initiatives, service transformation and the deployment of new products and services.

Main responsabilities

• Deliver customer service excellence (quality, cost, lead‑time, safety)
• Ensure compliance with quality systems, medical device and machines regulations
• Adapt service capacity and organization to business variability
• Develop team skills and engagement
• Drive continuous improvement and operational efficiency

Service Operations & Customer Satisfaction

• Ensure service delivery in line with quality, cost, lead‑time and SLA objectives
• Act as main escalation point for complex service and customer issues
• Ensure proactive communication with the distribution network
• Monitor customer satisfaction and service reliability

Safety, Quality & Regulatory Compliance

• Ensure compliance with Quality Management System and medical device regulations (e.g. GMED)
• Promote and enforce HSE and safety rules
• Guarantee documentation accuracy, traceability and audit readiness

Performance & Resource Management

• Define and optimize service organization, workload planning and resource allocation
• Build, manage and monitor the Service Center budget
• Monitor performance using KPIs and dashboards
• Drive cost control, productivity and operational reliability initiatives
• Lead Lean Manufacturing and continuous improvement actions
• Contribute to deployment of new products and service activities
• Collaborate with TBS, R&D, Industrialization and Quality teams to improve product maintainability
• Support digitalization and simplification of service processes
• Participate in Post‑Market Surveillance and customer feedback loops
• Lead and develop administrative and technical teams
• Manage recruitment, onboarding, training and skill development
• Conduct performance and development reviews
• Encourage team engagement, collaboration and quality of work life
• Ensure compliance with labor regulations and internal policies

Your profile

• Engineering degree or equivalent.
• Minimum 5 years’ experience in industrial service, support or manufacturing environment, including people management.
• Customer ‑ oriented mindset, strong leadership skills, analytical and structured approach, ability to manage priorities and change in a complex environment, and strong transversal collaboration capabilities.
• Strong customer orientation and operational leadership
• Ability to manage regulatory constraints and service performance
• Effective communication and escalation management
• Continuous improvement and change management mindset
• Strong understanding of service center operations and production processes
• Experience with SLA management, ticketing and RMA systems
• Documentation and knowledge base management
• Budget management and cost control
• Fluency in French and English is required

Description

SAP as service provider