Product Support Manager EMEA
We are seeking a highly competent and skilled Product Support Manager EMEA to manage our Product Support Team and maximize the level of service offered to our customers.
About the Role
The Product Support Manager EMEA is responsible for managing the Product Support Team, including Sales & Applications Engineers, with the aim of customer satisfaction, revenue growth, high productivity, and individual accountability.
Key Responsibilities:
* Manage and develop the Product Support Team to achieve customer satisfaction, revenue growth, high productivity, and individual accountability
* 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 stakeholders
* Participate in tradeshows and conferences, interface with marketing to provide customer feedback and identify customer support needs to ensure EO's service leadership
Requirements:
To be successful in this role, you will need:
* Degree in engineering, physics, mathematics, or hard science
* Minimum 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 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 EO 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:
* Company pension scheme
* Private medical & dental insurance
* Extensive training and development opportunities
* Subsidized gym membership
* Cycle to Work scheme
* Company events...
* 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.