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Product Support Manager EMEA (gn), Wetherby
Location: Wetherby, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
488f978da662
Job Views:
5
Posted:
11.02.2025
Expiry Date:
28.03.2025
Job Description:
Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. With state-of-the-art manufacturing capabilities combined with a global distribution network, Edmund Optics is one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions. Our products support numerous markets, including advanced diagnostics, semiconductor & electronics, machine vision, automation, and R&D. Applications range from DNA sequencing to retinal eye scanning to high-speed factory automation.
Edmund Optics Europe, a US-owned group with subsidiaries in Germany, UK, Netherlands, and France, is responsible for sales, marketing, distribution, engineering, and application support throughout Europe, the Middle East, and Africa. Europe is a key growth market for Edmund Optics, leading to an expanding local team.
To accelerate our success and growth in the European Market, Edmund Optics Ltd. is looking for a Product Support Manager EMEA (f/m/d).
The Product Support Manager EMEA is responsible for managing the Product Support Team (Sales & Applications Engineers) to maximize service levels offered to customers regarding products and applications. Responsibilities include team structuring for operational effectiveness, day-to-day team management, and increasing regional customer satisfaction for technical and applications support activities.
Essential Functions:
1. Manage and develop the Product Support Team to ensure customer satisfaction, revenue growth, high productivity, and individual accountability.
2. Efficiently schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
3. Assist the Product Support Team with complex technical inquiries as needed, involving Solutions Engineers for technical issues and Regional Sales Managers for significant new opportunities.
4. Work towards continuous improvement of the sales process and customer journey, developing and executing a long-term strategy for improvement.
5. Define and track key performance indicators (KPIs) and report them to appropriate stakeholders.
6. Participate in tradeshows and conferences.
7. Interface with marketing to provide customer feedback and identify customer support needs to ensure EO's service leadership.
Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Your profile:
1. Degree in engineering, physics, mathematics, or hard science.
2. Minimum of three (3) years of experience in technical sales and/or product support.
3. Proficiency in key optical engineering and physics concepts; optics industry experience preferred.
4. Knowledge of company products, applications, capabilities, and sourcing possibilities.
5. Knowledgeable about sales and support processes.
6. Proven leadership ability to manage people, build effective, diverse teams, and create a positive working atmosphere.
7. Fluent in English; additional language skills preferred.
8. Strong organizational skills.
9. Able to identify key objectives, set goals, and execute plans.
10. Excellent communication and presentation skills, both written and verbal.
11. Willingness to travel for occasional visits to tradeshows and other Edmund Optics sites.
What we offer:
A versatile and challenging position alongside a highly competitive employment package within our dynamic and successful corporation in a growing and future-proof industry. You will have the opportunity to work with highly motivated, self-driven, and open-minded people with a great team spirit.
Edmund Optics provides a range of employee benefits alongside the salary package, including:
1. Company pension scheme.
2. Private medical & dental insurance.
3. Extensive training and development opportunities.
4. Subsidized gym membership.
5. Cycle to Work scheme.
6. Company events.
7. ...and a lot more!
This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.
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