Job Title: Product Support Manager EMEA
The Product Support Manager EMEA will be responsible for managing the Product Support Team to maximize customer satisfaction and revenue growth. The role requires strong leadership skills, technical knowledge of optics and physics, and excellent communication skills.
Responsibilities:
* Manage and develop the Product Support Team to achieve customer satisfaction, revenue growth, and high productivity
* Schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage
* Assist the Product Support Team with complex technical inquiries and involve Solutions Engineers for technical issues
* Develop and execute a long-term strategy for continuous improvement of sales process and customer journey
* Define and track key performance indicators (KPIs) and report them to stakeholders
* Participate in tradeshows and conferences
* Interface with marketing to provide customer feedback and identify customer support needs
Requirements:
* Degree in engineering, physics, mathematics, or hard science
* Minimum of three 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 teams, and create a 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
Salary: Estimated salary €60,000 - €80,000 per year, depending on experience
This is an office-based position located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.