Product Support Manager EMEA

2 days ago


Malton, North Yorkshire, United Kingdom Edmund Optics Full time
Job Description

This office-based position is responsible for managing the Product Support Team to maximize customer satisfaction and revenue growth. The role involves team structuring, day-to-day management, and increasing regional customer satisfaction.

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 and involve Solutions Engineers for technical issues.
  • Work towards continuous improvement of sales processes and customer journeys.
  • Define and track key performance indicators (KPIs) and report them to stakeholders.
  • Interface with marketing to provide customer feedback and identify support needs.

The ideal candidate has a minimum of three years experience in technical sales and/or product support, knowledgeable about sales and support processes, fluent in English, and travel willingness. Estimated salary range: £45,000 - £60,000 per annum, depending on location and experience.



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