Service Center Manager - Instruments (F/M)

EssilorLuxottica · Ligny-en-Barrois

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

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