Product Support Manager

1 month ago

Wetherby West Yorkshire, United Kingdom Edmund Optics Full time

Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. Edmund Optics` state-of-the-art manufacturing capabilities combined with its global distribution network has earned it the position of the world's largest supplier of off-the-shelf optical components. Supporting numerous markets around the globe, including advanced diagnostics, semiconductor & electronics, machine vision, automation, and R&D; Edmund Optics products are used in a variety of applications ranging from DNA sequencing to retinal eye scanning to high-speed factory automation. Edmund Optics Europe, a US owned-group consisting of Edmund Optics subsidiaries in Germany, UK and France, is responsible for sales, marketing, distribution, and application support for a wide product range throughout Europe, the Middle East and Africa. Europe is one of the main growth markets for Edmund Optics globally, leading to a rapidly expanding and developing local team.

Product Support Manager EMEA (f/m/d)
Highly competent and skilled, the Product Support Manager EMEA is responsible for managing the Product Support Team (the Sales & Applications Engineers) with the aim to maximize the level of service offered to Edmund Optics customers regarding products and applications. Responsibilities include team structuring for operational effectiveness, day to day team management, increasing regional customer satisfaction for technical and applications support activities. 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
Interface with marketing to provide customer feedback and identify customer support needs to ensure EOs service leadership

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum of three (3) years experience in technical sales and/or product support
Knowledgeable about sales and support processes
Fluent in English, additional language skills preferred
Travel willingness (occasional visits of tradeshows and other Edmund Optics sites)

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
...This office-based position can be located in York (UK), Mainz (Germany) or Lyon (France), depending on the candidate's preference.

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