Technical Support Manager EMEA

5 days ago


Leeds, Leeds, United Kingdom Edmund Optics Full time

Edmund Optics, a leading global provider of optics and photonics solutions, seeks a highly skilled Product Support Manager to lead the European team.

About the Role

This office-based position is located in one of our European offices (York, Mainz, or Lyon) and offers an exciting opportunity to join our growing team. As a Product Support Manager, you will be responsible for managing the Product Support Team, with the aim of maximizing customer satisfaction and revenue growth.

Responsibilities
  • Manage and develop the Product Support Team to achieve high productivity, individual accountability, and customer satisfaction.
  • Schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
  • Assist the Product Support Team with complex technical inquiries and involve Solutions Engineers for technical issues.
  • Work towards continuous improvement of sales processes and customer journeys with Edmund Optics.
  • Define and track key performance indicators (KPIs) and report them to stakeholders.
Requirements
  • Minimum of three years experience in technical sales and/or product support.
  • Knowledgeable about sales and support processes.
  • Fluent in English, additional language skills preferred.
  • Travel willingness for occasional visits.
What We Offer
  • $60,000 - $80,000 per year salary package including benefits.
  • Company pension scheme.
  • Private medical and dental insurance.
  • Extensive training and development opportunities.
  • Subsidized gym membership.
  • Cycle to Work scheme.


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