When a clinic is booked wall-to-wall, reliability isn’t a nice-to-have – it’s everything. That’s where leaders like Matt McKenna thrive. With 25 years in the ophthalmic industry and a career shaped by progressive service leadership, Matt brings a rare blend of technical depth, operational rigor, and people-first leadership to Advancing Eyecare Services and the teams who support eye care practices nationwide.
“Every interaction is a chance to build trust. We don’t just fix issues – we deliver confidence.”
– Matt McKenna
Meet Matt
Matt McKenna, Vice President of Virtual Service & Protection Plan Sales, is known for “dazzling and delighting” customers with his customer-obsessed attitude and a relentless drive for true resolution. Across roles as Field Service Manager, Director of Client Services, and Vice President at Santinelli, he has helped thousands of customers—not only fixing problems, but ensuring they feel heard, supported, and valued. Outside of work, he’s grounded in church and community, weekend yard projects, and golf, and he treasures time with his wife, children, and grandchildren. A lifelong baseball fan, he’s visited 20 ballparks across the U.S. Guided by the motto “Do everything with excellence in mind,” Matt brings that same standard to the teams he leads.
Meet the Virtual Services Team
Matt leads a highly responsive virtual support team designed around the realities of modern practices. Their depth of expertise and unity of purpose set them apart, matched by a relentless commitment to resolving issues with precision, speed, and empathy. The team includes
- Customer Service Representatives — Your first point of contact for smart triage, smooth scheduling, and white-glove coordination from start to finish.
- Technical Advisors — A hybrid of customer support and field-savvy expertise who draw on deep instrumentation knowledge and advanced virtual troubleshooting technology to get you back up and running fast.
- Clinical Support Engineers — Tier-3 remote specialists for computer-connected systems, provide training, workflow optimization, and guidance to help unlock advanced features and sustain precision.
- Protection Plan Team — Specialists offering extended care and umbrella policy options designed for peace of mind – expedited timelines, priority access to our service team, predictable budgeting, and lifecycle protection for your equipment.
Virtual Services, along with Field Services and our five regional depots, operate as one seamless unit that is “one team, one service, zero surprises”.
ICARE in Action
Matt’s four guiding leadership principles map naturally to Advancing Eyecare’s ICARE values – Integrity, Collaboration, Accountability, Responsibility, Excellence – and show up in tangible outcomes for doctors and staff.
- Integrity — Do what’s right for the customer and the company, even when it’s difficult. That means clear diagnostics, honest timelines, and recommendations that prioritize patient care.
- Collaboration — Align Sales, Service, Virtual, and Protection Plans so the practice experiences a seamless journey. No silos, no handoff whiplash—just coordinated care for equipment and clinic workflows.
- Ownership — Take full responsibility for outcomes, not just activities. Teams proactively close the loop and don’t stop at “ticket closed” until the clinic is truly confident and ready for patient day.
- Service Excellence — Raise the bar every day- not just meeting expectations but consistently exceeding them- paired with consistent communication = lasting confidence.
Customer Confidence, Not Just Customer Service
Practices entrust Advancing Eyecare Services with the instruments that power patient care, and that’s a responsibility Matt’s team does not take lightly. Delivering excellence starts with having the right people, processes, and technology in place, but it’s sustained by a mindset of accountability and care. His virtual experts complement field and depot technicians to maximize uptime and extend equipment life. The result: faster recoveries, schedules that stay on track, and precision you can count on—every patient, every day.
Growing Rockstars (and results)
Ask Matt what he’s proud of and he’ll point to the people who’ve grown under his mentorship. “When I’m long retired, I’ll look back at the rockstars I’ve been blessed to lead and humbly say I played a small part.” He invests in professional development so teams are confident, cross-trained, and future-ready as technology evolves. Bottom line – people remain the differentiator: adaptable, collaborative, and aligned around making every interaction world-class.
Looking Ahead
Matt is energized by the road ahead and is most excited to continue building a service organization that is recognized as the best of the best, that keeps customers repeatedly choosing Advancing Eyecare. His message to the community is simple: “If we’ve treated you well, tell us. If we haven’t – tell us. Feedback is the most valuable gift we can receive to keep improving.” feedback@advancingeyecare.com
How to Engage with Virtual Services
Whether you need help with repairs, planning for annual preventative maintenance, or exploring the benefits of protection plans, Matt’s team can help. Just one number, one call to be connected to Advancing Eyecare Services. 855-777-2020