Service Center Manager - Instruments (F/M)

Job description

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. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn! Classification : F12 Votre rôle Le/La Responsable Service Center est responsable de la performance globale du centre, en garantissant la satisfaction client grâce à des opérations de service sûres, conformes, efficientes et réalisées dans les délais. Ce poste pilote les activités de service liées aux dispositifs médicaux et autres équipements, en assurant des standards élevés de qualité, de conformité réglementaire, de sécurité et d’excellence opérationnelle. Le/La Responsable Service Center encadre des équipes pluridisciplinaires tout en garantissant la continuité et la performance du service. Ce rôle constitue une interface clé entre les clients (réseau de distribution Essilor Instruments), les parties prenantes internes et les fournisseurs, et contribue aux initiatives d’amélioration continue, à la transformation des services et au déploiement de nouveaux produits et services. Principales responsabilités Excellence du service client Garantir la qualité, les coûts, les délais et la sécurité Assurer la conformité aux systèmes qualité et aux réglementations (dispositifs médicaux et machines) Adapter la capacité et l’organisation aux variations d’activité Développer les compétences et l’engagement des équipes Piloter l’amélioration continue et l’efficacité opérationnelle Opérations de service & satisfaction client Assurer un niveau de service conforme aux objectifs (qualité, coûts, délais, SLA) Être le point d’escalade principal pour les situations complexes Garantir une communication proactive avec le réseau de distribution Suivre la satisfaction client et la fiabilité du service Sécurité, qualité & conformité réglementaire Garantir la conformité au Système de Management de la Qualité et aux réglementations des dispositifs médicaux (ex : GMED) Promouvoir et faire respecter les règles HSE Assurer la qualité de la documentation, la traçabilité et la conformité aux audits Performance & gestion des ressources Définir et optimiser l’organisation, la planification et l’allocation des ressources Élaborer et piloter le budget du Service Center Suivre la performance via des KPI et tableaux de bord Piloter les initiatives de maîtrise des coûts, de productivité et de fiabilité Amélioration continue & transformation Piloter les démarches Lean et d’amélioration continue Contribuer au déploiement de nouveaux produits et services Collaborer avec les équipes TBS, R&D, Industrialisation et Qualité Soutenir la digitalisation et la simplification des processus Participer à la surveillance post-marché et aux retours clients Management & leadership Encadrer et développer des équipes techniques et administratives Gérer le recrutement, l’intégration et la formation Mener les revues de performance Favoriser l’engagement et la qualité de vie au travail Assurer la conformité aux réglementations sociales Votre profil Diplôme d’ingénieur ou équivalent Minimum 5 ans d’expérience en service industriel, support ou production, incluant du management Compétences clés : Forte orientation client et leadership opérationnel Capacité à gérer contraintes réglementaires et performance de service Communication efficace et gestion des escalades Culture amélioration continue et conduite du changement Bonne compréhension des opérations de service et des processus industriels Expérience des SLA, systèmes de ticketing et RMA Gestion documentaire et base de connaissances Pilotage budgétaire et maîtrise des coûts Maîtrise du français et de l’anglais requise 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 Continuous Improvement & Transformation 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 People Management & Leadership 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