Product Support Manager EMEA
Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. The company's state-of-the-art manufacturing capabilities combined with its global distribution network have earned it the position as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions.
The company supports numerous markets around the globe, including advanced diagnostics, semiconductor & electronics, machine vision, automation, and R&D. Edmund Optics products are used in various applications ranging from DNA sequencing to retinal eye scanning to high-speed factory automation.
About This Role
To accelerate our success and growth within the European Market, we are looking for a highly competent and skilled Product Support Manager EMEA.
Job Description:
* Manage and develop the Product Support Team to maximize 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, 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.
Qualifications:
* 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, diverse 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.
* Travel willingness (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.
We provide 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 more.
This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.