Reports to: Equipment Center Senior Technician

Location: Haltom City, TX Support Center

About Us:

Now Optics is a leader in the eye health industry and its retail brands, My Eyelab and Stanton Optical, are among the fastest-growing optical retailers in the country. We are driving transformational change in the industry to enhance the customer experience. Now Optics believe every person, no matter their situation, should have access to quality eye care at their convenience and within their budget.

Why does having perfect vision need to be so hard? Our mission is to make it easy by pioneering new technology that evolves today’s eye care experience to meet customer expectations in our fast-changing world. Our growing team of professionals thrive on generating innovative ideas that will make a difference in the lives of our customers and passionately turning those ideas into reality. In this role, you are expected to exemplify our mission, vision and values.

Vision: Modernizing the eye care experience for all people.

Mission: Making eye care easy.

Values: iCARE

Integrity: We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments.

Collaboration: We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas.

Accountability: We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results.

Respect: We see respect as prioritizing human relationships, being present, connecting with transparency and empathy.

Empowerment: We see empowerment as making purpose-driven decisions to support the company vision, showing appreciation for others, and taking care of the individuals we serve.

Job Description and Profile:

Under the general direction of the Equipment Senior Technician, the position leads and maintains overall equipment support coordination, inventory, and asset control and processes. The Equipment Center Coordinator will perform both mechanical and support work daily. This position is responsible for all Equipment Center inventory and inventory functions including quality control, accurate inventory counts, and equipment stocking in the warehouse. They will also monitor vendor warranty and follow-up with vendors to ensure that contractual goals are maintained and highlight areas for coaching opportunities to improve overall service to our retail stores.

Duties & Responsibilities:

• Prioritize and assign all incoming equipment tickets and escalations based on business-critical issues, providing tier-1 resolution support
• Follow up on all static tickets with the assigned the assigned party to ensure timely resolution
• Review and analyze operational patterns and escalate to the Senior Technician to provide solutions to Store Operations
• Assist, when necessary, with additional remote training on preventative maintenance and calibration of equipment with the retail staff
• Under the supervision of the Senior Technician, support in diagnosing both Lab and OD Equipment remotely and on-site in both new and existing locations
• Under the direction of the Senior Technician, travel to local retail locations to support preventative maintenance or repair and identify best practices for all locations (within a 50-mile radius)
• Follow up with vendors to ensure job completion and order delivery completed as outlined, including RMA tracking and retail store shipping coordination
• Pick, pack, and ship inventory from the Equipment Center to retail locations as directed
• Maintain field equipment asset tracking, inventory levels, and support audits as needed using the provided system
• Assist operations, when necessary, in following up with stores for special projects related to lab and OD equipment and systems
• Maintain “FAQ” and “Response Templates” for the support platform, referred to as FranConnect
• Provide overall maintenance for warehouse distribution center in Haltom City, TX (edging equipment, training to be provided)
• Other duties as assigned and required.

Education & Experience

• High school diploma required; college degree preferred
• 1+ years of overall technical experience, including electronic/ manufacturing equipment
• 2+ years of retail lab experience preferred
• Basic mechanical knowledge
• Ability to read electrical schematics preferred

Skills & Requirements

• Ability to multi-task, prioritize and be flexible with changing business needs in a team environment.
• Strong ability to problem solve, develop multiple solution approaches, and clearly communicate to management is required.
• Effectively manage several competing priorities, within a short timeframe.
• Strong written and verbal communication skills. Ability to communicate effectively with a diverse, multifunctional group of people.
• Self-starter. Proactively engage stakeholders to drive action and solutions.
• Proficiency in the maintenance and minor repair of optical surface and finishing equipment (additional training provided), or similar mechanical equipment.
• Proficiency in the maintenance and minor repair of optical equipment (additional training provided)
• Proficiency with all pertinent PC software is required; fluent in Excel, Word, Google Suite, Video Calls
• Ability to lift 75 lbs
• Ability to work with small parts
• Strong organization skills
• Must have a valid driver's license
• Minimal travel may be required (within 50-mile radius)