Edmund Optics, a leading manufacturer and supplier of optics, imaging, and photonics technology, is seeking a highly competent Product Support Manager EMEA to accelerate its success and growth within the European Market.
The ideal candidate will have a degree in engineering, physics, mathematics, or hard science, with a minimum of three years experience in technical sales and/or product support. Proficiency in key optical engineering and physics concepts/optics industry experience is preferred.
A successful candidate will be responsible for managing the Product Support Team, structuring for operational effectiveness, day-to-day team management, increasing regional customer satisfaction for technical and applications support activities.
Essential Functions:
* Manage and develop the Product Support Team with the objective of customer satisfaction, revenue growth, high productivity, and individual accountability
* Efficiently schedule Sales & Applications Engineers (product to provide adequate phone, email, and chat coverage)
* Assist the Product Support Team with complex technical inquiries as needed, involve Solutions Engineers for technical issues, and Regional Sales Managers when significant new opportunities are identified
* Work towards continuous improvement of sales process and customers journey with Edmund Optics, develop, promote, and execute a long-term strategy for continuous improvement
* Define and track key performance indicators (KPIs) and report them to the 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
Estimated Salary: £60,000 - £80,000 per year.