Job Title: Product Support Manager EMEA
We are looking for a highly competent and skilled Product Support Manager EMEA to manage our Product Support Team. The successful candidate will be responsible for maximizing customer satisfaction regarding products and applications.
About Us:
Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. Our state-of-the-art manufacturing capabilities combined with our global distribution network have earned us the position as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions.
About the Role:
The Product Support Manager EMEA will be responsible for managing the Product Support Team with the aim of maximizing customer satisfaction, revenue growth, high productivity, and individual accountability.
* Manage and develop the Product Support Team to achieve customer satisfaction, revenue growth, high productivity, and individual accountability.
* Efficiently schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
* Assist the Product Support Team with complex technical inquiries as needed, involving Solutions Engineers for technical issues and Regional Sales Managers when significant new opportunities are identified.
* Work towards continuous improvement of sales process and customer journey with Edmund Optics, developing, promoting, and executing a long-term strategy for continuous improvement.
* Define and track key performance indicators (KPIs) and report them to appropriate stakeholders.
* Participate in tradeshows and conferences, interface with marketing to provide customer feedback and identify customer support needs to ensure EO's service leadership.
Qualifications:
To be successful in this role, you will need:
* A degree in engineering, physics, mathematics, or hard science.
* A minimum of three (3) years' experience in technical sales and/or product support.
* Proficiency in key optical engineering and physics concepts/optics industry experience preferred.
* Knowledge of company products, applications, capabilities, and sourcing possibilities.
* Knowledgeable about sales and support processes.
* Proven leadership ability to manage people, build highly effective, diverse teams, and create positive working atmosphere.
* Fluent in English, additional language skills preferred.
* Strong organization skills.
* Able to identify key objectives, set goals, and execute plans.
* Excellent communication and presentation skills, both written and verbal.
* Travel willingness (occasional visits of tradeshows and other Edmund Optics sites).
What We Offer:
You will have the opportunity to work with highly motivated, self-driven, and open-minded people with a great team spirit. We offer a range of employee benefits alongside the salary package including:
* Company pension scheme.
* Private medical & dental insurance.
* Extensive training and development opportunities.
* Subsidized gym membership.
* Cycle to Work scheme.
* Company events.
* A lot more!
Location:
This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.