Client Solutions & Technical Operations Manager

Kemps Creek, NSW
Permanent
Full-time

1 month ago

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. We bring together the expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, creating a vertically integrated business that is uniquely positioned to address the world's evolving vision needs. We craft exclusive eyewear brands Ray-Ban, Oakley, Oliver Peoples, Persol, Costa and more, alongside esteemed licensed brands such as Tiffany & Co, Burberry, and CHANEL whilst our cutting-edge lenses Varilux and Transitions lead the industry in innovation. In Australia and New Zealand, we operate the iconic retail and eye care brands: Sunglass Hut, Oakley, OPSM, Ray-Ban and Laubman & Pank. Every day, EssilorLuxottica's 190,000 employees in 150 countries work towards a common mission to help people see more and be more.Part of the EssilorLuxottica Group of companies HumanWare is a provider of innovative technology solutions dedicated to customers living with visual impairments or vision loss. From electronic magnifiers to talking GPS to braille devices, our products have helped more than a million people worldwide to see things differently and gain independence. Founded in 1988, HumanWare is a Canadian company with international reach and has been part of the EssilorLuxottica group since 2013.As our Client Solutions & Technical Operations Manager you'll act as the key contact for local suppliers, stakeholders, and global departments whilst leading day-to-day operations for HumanWare Australasia, covering technical support and repairs, inventory and warehouse management, customer service and office administration. Collaborate closely with Head Office teams in Canada and local Sales & Marketing to ensure smooth order fulfilment, CRM use and cost-effective processes that meet service, safety, and revenue targets. Manage all product repairs, including braille and low vision devices and oversee the RMA system to ensure visibility for both internal teams and customers.Requirements for Success

Oversee day-to-day operations including inventory, warehouse, repairs, and office management
Manage stock ordering, goods receipting, dispatch, and inventory control using Great Plains (CRM)
Handle customer orders, payments, sales fulfilment, and liaison with Customs as needed
Lead technical servicing and repairs of HumanWare and third-party products, including quality control
Maintain and manage the RMA system to ensure timely updates and clear communication with customers
Ensure repairs meet quality standards with minimal rework and fast turnaround times
Manage internal office operations including ICT support, supplier coordination, and invoice approvals
Ensure compliance with safety procedures, funding requirements (NDIS, DVA), and internal policies
Monitor and manage operational budgets for freight, equipment, and repairs
Collaborate with Finance, Sales, and Global teams on reporting, pricing, and operational improvements
Supervise the Customer Service Representative and provide backup support as needed
Continuously improve internal processes and maintain a high standard of customer service

Skills & Experience

Hands-on technical experience in electrical, engineering, or electronics fields (technician background essential)
Strong planning, scheduling, and operational management capabilities
Proven ability to communicate effectively with team members, internal stakeholders, and customers (phone and email)
Demonstrated ability to collaborate and find solutions that meet customer needs
High level of work ethic with the flexibility to work additional hours when required to meet delivery timelines
Trade qualification or relevant degree preferred, reflecting practical, hands-on experience
Project management experience and ability to oversee tasks from planning to execution
3 years as a Technician in an engineering, electronics, or electrical environment
3 years managing operational processes in manufacturing or process-driven industries (e.g. tech, optical, food, chemical)
Experience in aged care, disability services, education, health, or optical/optometry sectors is a plus

To be considered for this opportunity, please click apply and send your cover letter and resume today.As an inclusive, team-first company, our people are at the core of everything we do.We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage.We value flexibility and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences - for our customers and for each other.

EssilorLuxottica

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