Sr Technical Advisor at CooperVision, Inc in Rochester, New York

Job Description:

CooperVision, a division of CooperCompanies (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com

Who We Are

Blanchard Contact Lenses, a CooperVision specialty eye care company, is a leading designer and manufacturer of custom-made GP contact lenses, with a specialization in scleral lenses. Our proprietary Onefit™ family of scleral lenses are an industry-leading design, supplying eye care professionals with contact lenses of an exceptional quality and with advantages not found with other contact lens products. We have earned a reputation of excellence for innovative designs, quality workmanship and an unparalleled focus on consultation and partnership with our customers. Over the years, substantial investments have been made in human resources, research and development, and machinery that maintains and advances our ability to supply only the very best contact lenses and support services.

With distributors in 24 countries, Blanchard’s lenses are embraced and fit with excellent results throughout the world.  Blanchard is located in Manchester, NH and Sherbrooke, Quebec.

Why Work With Us

At Blanchard, each employee is recognized as a valued team member contributing to the long-term partnership we develop and nurture with our customers. We don’t just sell specialty contact lenses; we create opportunity and restore both vision and quality of life to vision-impaired individuals. We are lucky enough to truly make a difference in people’s lives every day. We are dedicated to what we do, welcome participation and innovation, and seek others who can share in our vision.

Job Summary:

Provide in-depth clinical and educational support to ECPs to assist in creating an environment in which the customer builds confidence in using SEC products for their patients’ needs.

Essential Functions & Accountabilities:

• Reports to the Sr. Manager of Technical Advisors


• Responds directly to clinical and non-clinical consulting questions (via phone or email) from eye care practitioners, laboratories and their related staff.


• Consults and advises on escalated troubleshooting cases with more challenging and difficult fit patients.


• Evaluate clinical photos and data to discuss with ECP on lens parameter changes for the optimal patient lens fit.


• Educating ECPs on SEC product lens designs as lens parameters are changed.


• Recommending the best SEC product and design to meet the practitioner and patient needs.


• To assist ECP inquiries (via email or phone) to customize the contact lens to the patient’s needs and the ability to handle up to 40 customer inquiries a day.


• Assists with clinical training materials for eye care practitioners, laboratories and their related staff (photos and videos of contact lens fits, manuals, forms, etc.).


• Support cross-functional team in customer service, sales, marketing, in technical fitting of specialty contact lenses.


• Support cross-functional team in RA/QA with FDA requirements as needed, for Paragon CRT.


• Support global distributor inquires on technical fitting advice and troubleshooting.


• Develop clinical presentations to eye care practitioners, laboratories and their staff, as needed.


• Develop clinical training for Company employees, as needed.


• Attend lab seminars, conventions and other practitioner meetings as required to exhibit, present, and educate.


• Interface regularly with multi-discipline eye care professionals, as well as within the company including marketing, customer service, regulatory, and senior management.


• Respond to U.S. practitioners’ requests relative to contact lens fitting, professional relations activities.


• Maintain all appropriate documentation and records for the ECP lens parameter adjustments.


• Assist in technical training support of new technical specialists.

CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

Travel: Maximum travel would be 5% (3 weeks per year)

Qualifications

Knowledge, Skills and Abilities:

• Good knowledge of computer programs including; Word, Excel, Outlook, and PowerPoint, Teams, Sharepoint, and Microsoft Dynamics for the entry of technical consultation notes.


• Licensed fitting optician or NCLE certification


• Detail orientated


• Capable of handling multiple projects and patient cases at the same time and working under pressure


• Friendly customer service skills

Work Environment:

• This job operates in a remote, work from home setting. This role requires the utilization of technology and routinely uses standard office equipment such as a computer, phones, and a printer.


• Functional internet and a quiet private room are required to discuss with practitioner on patient sensitive data.


• This is largely a sedentary role. The employee is frequently required to sit for long periods of time.

Experience:

• Ten years experience in contact lens fitting, consulting, or design.

Education:

• Licensed fitting optician and/or NCLE certified


• 8 years of NCLE certification


• Holds Advanced NCLE certification