Ideal Opportunity for a Seasoned Specialist with a Background in Software Implementations & Conversions Alongside the Runway to Learn & Advance

If you combine a strong computer science background, including performing software implementations and conversions with outstanding customer service skills and the ability to troubleshoot and problem solve while working directly with clients (optical lab personnel), the role of LMS Support Specialist offers you some compelling opportunities. You will:

• Make an impact by providing outstanding service, support and training on RX-Universe LMS software to internal and external optical labs. You will also enjoy wide visibility with customers and the organization as you travel to internal network labs and external independent labs to support new sales through site setups, implementations and conversions. Quick question for you - click here
• Enjoy opportunities to learn and develop your soft and hard skills in a fast-paced environment. Success in this role can prepare you to advance along the specialist path (levels 1-4) and beyond, or pursue future opportunities at OLSS and/or Essilor.
• Enjoy outstanding training on our systems and operations. You bring the energy and drive to learn and we'll ensure you have the tools, training and mentorship needed to thrive and excel.
• Work remotely most of the time but also travel for meetings and training and to labs to provide in-person support (approximately 50%).
• Enjoy the stability and resources of a growing global organization -- our recent merger with Luxottica has made us the world's largest player in the eyewear industry.
• Become part of an organization driven by a threefold mission: Improving lives by improving sight, Innovating for better vision, and Reaching the 2.7 billion underserved.

Optical Lab Software Solutions, Inc. (OLSS) is an established leader in the optical industry with more than 30 years of proven performance as a lab management software systems provider for optical laboratories. We specialize in prescription eyewear manufacturing software and complete business solutions for wholesale and retail ophthalmic laboratories across the globe. OLSS is an Essilor company.

Improving Lives By Improving Sight. Essilor of America, Inc. is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people and operates the largest and most comprehensive optical laboratory network in the U.S. Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. Essilor manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and our products are worn by one billion people daily. Essilor has been on Forbes' list of the World's 100 Most Innovative Companies every year since 2010.

Pictured: OLSS digital surfacing software features seamless LMS integrations with the most popular digital design calculators.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Lab Management Software Support Specialist  opportunity, you will have:

• A bachelor’s degree in Computer Science, Business or a related field preferred  Quick question for you - click here
• 5-7+ years of relevant work experience in implementation and business analysis preferred
• Advanced computer literacy with skills in both software and hardware; experience with LMS software is preferred, OMICS / RX-Universe experience is highly preferred  Quick question for you - click here
• Prior experience working in an agile methodology or similar framework
• Knowledge of the optical industry; optical lab experience preferred; experience in ophthalmic lens production is an asset
• Experience with adult learning principles is an asset
• Experience in a project management role is an asset
• Ability to participate in after-hours customer support as needed
• Travel as needed (50%+). Installations typically take one to two weeks with conversations taking approximately a week. 

In addition, you will need the following competencies and characteristics:

• Strong analytical and problem resolution skills; a tenacious problem solver
• A strong personal commitment to quality and customer service
• Self-motivated and proactive
• Capable of working independently with minimal supervision and in cross-functional teams
• Excellent interpersonal and written and verbal communication skills; ability to effectively communicate with business users at all levels of organizations
• Demonstrated ability to coach and support users through significant periods of change
• Excellent organizational skills; must be able to manage multiple concurrent initiatives and requests

This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
 

Reporting to the Customer Service Manager, as Lab Management Software (LMS) Support Specialist, you will be responsible for providing our current and future customers, and other stakeholders, with outstanding support and guidance in the use and upkeep of our LMS solutions. You will maintain effective communication with customers -- Essilor's network of labs, as well as independent labs -- investigate and resolve their processing issues, and provide training and guidance on the use of our LMS solutions, installation services for our software, up-to-date compatible lens processing technical data, testing new releases and creating how-to-documentation as needed. Your overall mission will be to help stakeholders fully realize the benefits of our industry-leading solutions by providing expert customer care.

As part of your specific duties, you will:

• Become a knowledgeable leader in the features and functionality of our LMS and related software and hardware
• Meet and exceed the contracted service levels with customers
• Investigate problems as they surface, troubleshoot to identify the cause, and then suggest ways to correct them
  • Troubleshoot customer reported device issues to determine if anomalies are occurring and where (hardware, software, database, network)
  • Verify and document the most difficult technical customer issues and deliver technical solutions in a timely manner
  • Interface with development teams, vendors, optical and technical resources as needed to satisfy the operational needs of the customer
  • Use our issue tracking system to record and track customer issues and requests
• Test and debug our software to ensure it meets specifications and performs as expected
  • Perform stand-alone and unit testing using test instructions and your product knowledge
  • Document all testing issues and reassign to the System Analyst Programmer for corrections
  • Perform testing using device simulators, onsite lab equipment and vendor-supplied equipment as appropriate
• Install and configure our LMS systems and related software on customer sites (onsite or remotely)
  • Travel as required and reasonable – approximately 50% 
• Convert VCA compatible lens vendor data to our LMS format for customer download and use
  • Convert all VCA compatible lens vendor data to our system format
  • Publish the converted data to our online lens data download system
• Train and mentor other members of the technical support team
• Participate in an on-call rotation for after-hours calls

This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Great environment
You will join a team that includes dedicated, smart and mutually supportive professionals. Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for 170 years. You may also have international exposure and work with global customers.

Autonomy and support
You'll be the face of OLSS as you travel to the labs and work directly with customers. You'll have the autonomy to own your role, serve as a subject matter expert (SME) and make an impact. At the same time, there's always strong support available if you need it.

Truly living our values
At Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. For example, the Essilor Vision Foundation partners with schools, eye doctors, and communities to provide eye exams and glasses to underserved children at no cost to their families. We also are committed to robust standards for environmental sustainability. These are just a couple of reasons we were one of the 52 companies named to Fortune magazine's 2019 Change the World list.

Excellent compensation
In addition to competitive compensation and bonus potential, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

Video: As part of the #DifferenceMakers campaign, Essilor chose four eyecare professionals and three Essilor employees to participate in a mission trip to Southeast Asia in March 2019.

This is a great role for someone who would enjoy applying their IT and problem-solving skills in a functional working environment, and working with multiple levels of Lab users in all areas of Rx production. We're looking for a reliable and dedicated LMS Support Specialist who can effectively work independently while meeting contractual support and performance goals. At times the role can be challenging, so you'll need the confidence to manage unique situations, a willingness to wear multiple hats, and a logical approach to your work, whether it be training, documentation, code testing, implementation or conversion support.

In addition, to excel in this role, you will:

• Bring a proactive approach to learning and getting up to speed quickly
• Deliver quality work daily, using strong judgment, attention to detail and accuracy
• Ensure your  customers are happy and comprehending needed information
• Achieve goals independently and also contribute as a team player
• Remain flexible and open-minded
• Manage multiple tasks and priorities effectively
• Bring a commitment to our mission and goals