Product Support Team Leader
2 days ago
As a Product Support Manager EMEA, you will be responsible for managing the Product Support Team to maximize customer satisfaction. This will involve structuring the team for operational effectiveness, day-to-day management, and increasing regional customer satisfaction. You will also be responsible for scheduling Sales & Applications Engineers to provide adequate phone, email, and chat coverage, assisting the Product Support Team with complex technical inquiries, and developing a long-term strategy for continuous improvement.
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, 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 appropriate stakeholders
• Participate in tradeshows and conferences
• Interface with marketing to provide customer feedback and identify customer support needs to ensure EOs service leadership
Requirements:
• Degree in engineering, physics, mathematics, or hard science
• Minimum of three years of 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 of tradeshows and other Edmund Optics sites)
Salary and Benefits:
£60,000 - £80,000 per annum, plus a range of employee benefits including company pension scheme, private medical and dental insurance, extensive training and development opportunities, subsidized gym membership, cycle to work scheme, company events, and much more.
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